Posted On: 2-16-2015
Position Title: Workforce Optimization Specialist
Job Location: Franklin, WI

BASIC FUNCTION:  As a Workforce Optimization Specialist, you will: project contact center and back office staffing needs based on past trends and monthly/weekly/intra-day levels; interface with call centers and back offices to schedule resources for optimal service levels; partner with leadership on resource allocation, recommending adjustments to meet operational demand when competing priorities exist; analyze key business data as it pertains to future planning, service level goals and optimization of resources; develop monthly, weekly and intra-day workload forecasts for budget, planning and scheduling purposes; recommend, implement, and measure Workforce Optimization operational improvement efforts; identify opportunities for continual improvement of service levels across contact centers and back offices, recommending and initiating process improvements in support of achieving expected targets.

QUALIFICATIONS: Previous workforce management experience preferred.Bachelor’s degree in business, statistics, IT or a related field, or a combination of equivalent work experience.  Minimum of 1-3 years’ experience/knowledge of business operations/processes to include analysis, documentation and/or project management support.  Proven analytic abilities with decision making and problem solving.  Proven ability to manage concurrent assignments and prioritize responsibilities.  High degree of personal initiative and motivation.  Independent, autonomous work ethics with the ability to listen attentively to client objectives and be responsive.  Seen as a team player and is cooperative and supportive to group decisions and ideas.  Written and oral communication skills with ability to build rapport with others.  Ability to exercise judgment and discretion when making decisions in a timely manner.  Strong familiarity with MS-Office suite of tools with advanced MS-Excel skills and experience in managing, filtering, and querying data for analysis.

LOCATION: Northwestern Mutual:Franklin WI

CONTACT: Lisa Nikolic