About the Organisation
This organisation is dedicated to helping its members build long-term financial stability by offering competitive products, reliable guidance, and high-quality service. Its culture is built on principles such as trust, accountability, service, and respect, which guide both internal collaboration and customer interactions.
Role Overview
An experienced Workforce Management professional is needed to support both the strategic and operational aspects of real-time workforce planning. This position combines hands-on monitoring of daily performance with a broader responsibility for improving processes and supporting decision-making across multiple operational centres.
The role involves overseeing intraday activity, identifying potential risks to service delivery, and implementing corrective actions to maintain performance standards. In addition, the position plays a key role in refining operational frameworks and supporting team development.
This role follows a hybrid working model, with regular in-office presence required at one of several U.S.-based locations.
Key Responsibilities
- Monitor real-time performance across multiple service environments and take action to address service risks
- Analyse workforce data to support forecasting, staffing decisions, and operational efficiency
- Maintain and optimise scheduling processes to ensure alignment with demand
- Collaborate with external partners to ensure consistency in workforce practices across business areas
- Build and maintain strong working relationships with internal stakeholders and leadership teams
- Contribute expertise to projects focused on improving workflows and operational processes
- Partner with cross-functional teams to evaluate staffing needs, manage workload fluctuations, and support budget planning
- Identify performance trends and provide recommendations for continuous improvement
- Act as a point of escalation for complex workforce or operational issues
- Ensure compliance with internal policies and risk management standards
Required Qualifications
- Bachelor’s degree or equivalent practical experience
- Approximately 6 years of experience in workforce management within a contact centre or similar operational environment
- Strong analytical skills with experience using workforce and data analysis tools
- Familiarity with contact centre technologies and scheduling platforms
- Advanced proficiency in common business software (e.g. spreadsheets, presentations, reporting tools)
- Effective communication skills and ability to identify root causes and solutions
Preferred Experience
- Experience developing or enhancing real-time operations or command centre processes
- Strong understanding of intraday management and performance optimisation
- Ability to influence stakeholders and support decision-making across teams
- Proven capability to analyse complex data and implement proactive solutions
- Experience guiding or mentoring team members in operational best practices
Compensation & Benefits
The role offers a competitive salary, typically ranging from approximately $85,000 to $157,000 annually, depending on experience, location, and market factors.
Employees may also be eligible for performance-based incentives.
A comprehensive benefits package is available, which may include:
- Health, dental, and vision coverage
- Retirement savings plans and pension options
- Paid time off, holidays, and volunteer hours
- Parental and family support benefits
- Life and disability insurance
- Wellness programmes and professional development support
Additional Information
Applicants must already have the legal right to work in the United States, as visa sponsorship is not available for this position.
Applications are reviewed on an ongoing basis until the role is filled. Candidates are encouraged to apply promptly.
