Workforce Management Professional

Aquent is proud to partner with a leading organization dedicated to optimizing operational efficiency and enhancing customer experiences within the healthcare sector. This company is at the forefront of strategic workforce planning, ensuring that critical services are delivered seamlessly and effectively.

To be considered for this position, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis. C2C or 1099 is not permitted for this position.

Are you ready to be the architect of operational excellence, shaping how a dynamic organization strategically manages its most valuable asset - its people? We are seeking a highly skilled and passionate professional to join a forward-thinking team where your expertise will directly influence critical workforce decisions, optimize staffing levels, and ensure the seamless delivery of essential services. This is an incredible opportunity to leverage your analytical prowess to drive significant impact, ensuring the right talent is in the right place at the right time, ultimately contributing to enhanced service quality and organizational success.

In this pivotal role, you will be instrumental in transforming data into actionable insights, guiding strategic staffing, learning and development, and talent management initiatives. You will contribute to key projects by providing advanced analytical support, assessing staffing needs, and developing innovative solutions to meet evolving workforce objectives. Your work will directly impact the efficiency and effectiveness of operations, ensuring optimal resource allocation and contributing to the overall strategic goals of the organization.

You will be responsible for applying advanced and predictive analysis, people metrics, and reporting to inform strategic and operational insights. Your day-to-day will involve dynamic real-time management, proactive problem-solving, and continuous improvement of workforce planning processes.

**Responsibilities:**

* Process daily exception requests, update schedules, and resolve escalated issues and ad-hoc requests efficiently.

* Coordinate staffing allocation and availability to achieve service level objectives.

* Monitor operational sites to maintain optimal staffing levels.

* Facilitate real-time discussions with key stakeholders to address immediate needs.

* Maintain and update employee information within workforce management systems.

* Monitor adherence to operational plans and communicate deviations to relevant stakeholders.

* Administer volume contingency action plans based on real-time data and stakeholder input.

* Adjust intraday forecasts using business drivers, projecting call volumes, duration, and required staffing levels based on current trends and historical data.

* Run and analyze reports to recommend adjustments to staffing levels and forecasts to meet productivity goals.

* Conduct root-cause analysis to identify and quantify forecast variances, recommending enhancements for accuracy and effectiveness.

* Ensure the accuracy and reliability of all departmental reports.

**Must-Have Qualifications:**

* 5+ years of dedicated Workforce Management experience.

* Working knowledge of workforce management software.

* Familiarity with ACD platforms.

* Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.

* Excellent written and oral communication skills.

* Strong analysis, critical thinking, and analytical problem-solving skills.

* Ability to handle multiple tasks and deadlines with meticulous attention to detail.

The target hiring compensation range for this role is $28.55 to $31.72 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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