Voya Financial · 2 days ago
Sr. Workforce Management Specialist
United States
Full-time
Remote
Mid, Senior Level
$54K/yr - $67K/yr
2+ years exp
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Hiring Manager
Kristina DiMartino
Insider Connection @Voya Financial
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Responsibilities
Administer WFM related systems, such as Genesys or Aspect, CMS, Etalk and CTI. This includes setting up new users, completing advanced tasks such as shift and PTO bids, and troubleshooting technical issues.
Responsible for long range capacity management, including forecasting volume, AHT, shrink and required staff, and projecting future hiring needs.
Verify contact center reports for intra-day, daily, weekly, monthly, and executive level reporting needs. Also responsible for providing regular and detailed analysis on contact center performance to all levels of management.
Monitors real time performance of contact center queues to provide tactical solutions to staffing challenges. Ensures all queues achieve service objective goals while maintaining expected efficiencies.
Create and maintain contact center employee schedules to ensure actual staffing meets forecasted needs while maintaining the work/life balance of the employees. This includes managing the contact center PTO approval process.
Act as a technical resource for the business regarding Contact Center routing and technology. Liaison between the business and IT to solve customer facing telecom issues. This includes on call support outside the normal hours of operation.
Assist in managing department priorities, workload, and resources in support of both adhoc requests and strategic analyses.
Create and edit all WFM procedures/workflows, maintain workflows and ensure accuracy and compliance.
Develop and execute new hire training. Mentor and provide ad hoc tactical support to team members.
Other duties as assigned.
Qualification
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Required
BA degree or equivalent work experience
2+ years experience in Workforce Management
Solid technical aptitude of Avaya CMS and Best Service Routing, Genesys, Aspect eWorkforce Management and Microsoft Office.
Ability to analyze complex issues and advise internal business partners appropriately.
Aptitude for detail and high degree of organization
Excellent verbal and written communication and presentation skills
Ability to handle multiple priorities
Benefits
Health, dental, vision and life insurance plans
401(k) Savings plan – with generous company matching contributions (up to 6%)
Voya Retirement Plan – employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time — 40 hours per calendar year
Company
Voya Financial
Voya Financial is a financial services company that specializes in the fields of retirement, investments, and insurance.
5,001-10,000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2019-12-18Acquired· undefined
2013-05-02IPO· undefined
Leadership Team
Heather Lavallee
President and CEO-elect
Michael Raneri
Senior vice president and chief technology officer of Enterprise Digital & Data Solutions
Recent News
Morningstar, Inc.
2024-11-01
2024-11-01
2024-05-20
Company data provided by crunchbase
