Posted On: 10-13-2014
Position Title: Sr. Workforce Specialist – Multiple Locations
Job Location: Multiple Locations
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Travelers is seeking a Sr. Workforce Specialist to be part of a geographically dispersed, virtual Workforce Administration Group (WAG) that supports inbound, outbound, and back office functions.  This position is responsible for mid-and short-range schedule adjustments and intraday management including: continually analyzing historical and forecasted volume and staffing to identify trends and patterns, scheduling off-line activities, monitoring phone and back office queues, making appropriate advanced and real-time adjustments to forecasts/schedules, and implementing contingencies.

This role requires an effective communicator who can work in a fast paced virtual environment and influence various individuals across and at all levels of the organization.


Primary Duties and Responsibilities

  • Understand and analyze short and long term staffing plans and forecasts, incorporating multiple work types with competing operational goals and effectively distributing resources to meet all goals simultaneously within a multi-skill, virtual environment
  • Forecast/review/reforecast short term and intraday workload to properly understand and affect net capacity
  • Real-time monitoring of systems, workload, staffing, and service level performance to identify irregularities, determine root causes, and ensure appropriate work reallocation and/or staffing adjustments based upon volume, available staff and other business influences.
  • Proactively assist management in dealing with real time adherence, unexpected workload and/or call volume variations.
  • Work with business center management and other support departments to assure required non-phone activities are properly prioritized and scheduled within acceptable time frames.
  • Collaborate with process leaders to understand and support changing business processes and strategies
  • Ensures accuracy and timeliness of data by working time-off, schedule changes, and other Workforce Management (WFM) requests.
  • Proactively identify and initiate change to address performance and process issues daily, and clearly communicate recommendations and guidance to senior operational leaders.
  • Convey ideas orally and/or in writing with a clear, concise, organized and articulate style using a format that is appropriate for the target audience
  • Track, report and communicate service performance to management on a daily basis, including post-mortem analysis on significant deviations
  • Maintain accuracy, integrity and confidentiality of information
  • Ensure appropriate maintenance of department process documentation
  • Support set up and usage of the WFM software – Aspect eWFM
  • Other duties as assigned

Education / Work Experience 

  • College degree (preferred) or commensurate work experience in call center operations
  • Ability to prioritize and organize data
  • Strong knowledge of call center operations (preferred)
  • Personal Lines insurance knowledge is a plus
  • Strong computer skills including Excel, Word, workforce management software, and various other software applications (experience with Aspect software is preferred)
  • Ability to learn new applications

Required Attributes

  •  Strong analytical skills
  • Solid interpersonal skills
  • Customer Focus
  • Leadership traits and the ability to influence results
  • Attention to detail
  • Demonstrated effective verbal and written communication skills
  • Open to learning new approaches and willingness to take direction
  • Ability to effectively manage multiple tasks, with frequent interruptions and competing priorities in a fast paced environment