Workforce Management Analyst
Listed on 2026-06-22
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Management
Business Management & Consulting, Operations Manager, Business Analyst
*** W2 Contract & LOCAL Candidates Only*** Title:
Workforce Management Specialist
Location:
On-site at Milwaukee, WI or Green Bay, WI or Chicago, IL Duration: 12 Months
Hours:
Flexible in a window of 7 AM – 5 PM
Description:
This individual will report to the Care Center Operations Senior Team Leader. Will primarily be responsible for forecasting, scheduling and real-time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor. This includes forecasting calls, email and back-office volumes and workloads; vacation, and planning offline work including meetings, coaching sessions and training; implementing real-time management systems and procedures.
Assisting Care Center Leadership, providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on-call rotation.
(50-70%) Manage allocation of Care Center Operations staff & other resources (300+ individuals).
Specific items include:- Create and modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns and achieve budget objectives.
- Work with the training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational and service-level objectives.
- Develop and administer vacation schedules that support employees’ vacation needs while ensuring that operational and service-level objectives are not compromised.
- Forecast (and reforecast) staffing needs, schedule and assign offline work while ensuring that operational and service level objectives are met
- Facilitate the transition of new hire consultants from training to call taking, including scheduling, mentoring and floor walking
- 3-5 years of experience in workforce management, resource allocation, etc.
- Experience in leadership.
- Experience/advanced knowledge:
Workforce Management Software.
Aspect preferred
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