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  • Workforce Planning Representative

    Access Dubuque (Dubuque, IA)



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    Workforce Planning Representative

    Sedgwick

    1 Positions

    ID: R60543

    Posted On 05/09/2025

     

    Job Overview

     

    By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

     

    Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

     

    Certified as a Great Place to Work®

     

    Fortune Best Workplaces in Financial Services & Insurance

     

    Workforce Planning Representative

     

    Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

     

    **Dubuque, IA** : 4141 Westmark Drive, Dubuque, IA 52002

    **Cedar Rapids, IA** : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

    **Coralville, IA:** 3273 Ridgeway Drive Coralville IA 52241

    **Dublin, OH** : 5500 Glendon Court Dublin OH 43016

    **New Albany, OH** : 7795 Walton Parkway New Albany, OH 43054

    **Chicago, IL :** 175 W. Jackson Blvd. 12th Fl. Chicago IL 60604

    **Indianapolis, IN:** 8909 Purdue Road Suite 501 Indianapolis, IN 46268

    **Irving, TX** : 2201 W. Royal Lane Suite 125 Irving, TX 75063

    **Memphis, TN :** 8125 Sedgwick Way, Memphis TN 38125

    **Southfield, MI** : 300 Galleria Officentre Southfield MI 48034

    **Orlando, FL :** 12650 Ingenuity Dr Orlando FL 32826

    **Eden Prairie, MN** : 11000 Prairie Lakes Drive Eden Prairie, MN 55344

    **West Hills, CA** : 8521 Fallbrook Ave West Hills, CA 91304

    **PRIMARY PURPOSE** : To provide a great customer and colleague experience by effectively delivering short-term forecasts/schedules and real-time (intra-day) monitoring with the purpose of optimizing resources to achieve business objectives.

    ESSENTIAL FUNCTIONS and RESPONSIBILITIES

    + Monitors real time service delivery system and makes intra-day skilling decisions, i.e., routes calls to appropriate colleagues, etc. based upon system output to maximize resource efficiency and achieve service objectives.

    + Utilizes the workforce optimization tool to create, maintain and provide accurate forecasts and optimized schedules to effectively meet service level targets.

    + Generates schedule and attendance updates and PTO/VTO approvals and denials based from system reporting/output on staffing policy. Inputs skilling updates and terminations/additions to ensure forecast accuracy and adequate resource coverage.

    + Maintains constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.

    + Compares results to forecast and identifies opportunities for improvement. Performs audits, updates scripts/templates, and conducts shrink calibrations to restore into acceptable variance.

    + Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source.

    + Performs other duties as assigned.

    ADDITIONAL FUNCTIONS and RESPONSIBILITIES

    + Performs other duties as assigned.

    + Supports the organization's quality program(s).

    QUALIFICATIONS

    Education & Licensing

     

    Associate's degree from an accredited college or university preferred.

    Experience

    Four (4) years of experience utilizing workforce optimization tools and processes or equivalent combination of education and experience required. Experience with workforce optimization software (i.e., Aspect, Verint/Blue Pumpkin, IEX, Genesys Cloud), ACD technology (i.e., Avaya, Cisco) and within a contact center preferred.

    Skills & Knowledge

    + Ability to function in a fast changing environment with competing priorities. Requires expert skills in organization and time management

    + Highly developed problem-solving skills including; conducting needs assessment, research, documenting results, and providing recommendations

    + Strong dedication in fostering an environment of excellence in customer service

    + Strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions

    + Strong technology literacy skills to assist in the understanding of systemic architectural routing and network systems

    + Ability to provide clear and concise recommendations in a rapidly changing environment

    + Ability to flex schedule as required based on work load

    + Excellent oral and written communication skills, including presentation skills

    + PC literate, including Microsoft Office products

    + Ability to work in a team environment

    + Ability to meet or exceed Performance Competencies

    WORK ENVIRONMENT

    When applicable and appropriate, consideration will be given to reasonable accommodations.

     

    **Mental** : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

    **Physical** : Computer keyboarding, travel as required

    **Auditory/Visual** : Hearing, vision and talking

    **NOTE** : Credit security clearance, confirmed via a background credit check, is required for this position.

     

    The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

     

    _As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $22.53 -_ 26.50 USD Hourly _. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits._

     

    Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

     

    If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

     

    Primary Contact

     

    1645458383738

     

    Amanda Strothman

     

    ,

     

    Phone

     

    Phone

     

    Phone

     

    Fax

     

    [email protected]

     

    Email

     

    True

     

    False

     

    True

    Job Details

    Categories

     

    Insurance

     

    Technical

     

    Location

     

    Dublin, OH

     

    Job Type

     

    Employee

     

    Full/Part

     

    Full Time

     

    Company ID

     

    8326

     

    Job REQ #

    R60543

    \# Positions

    1

     

    Start Date

     

    20250509

     

    End Date

     

    20250611

     

    Featured Job

     

    TH Ad

     

    TH Comments

     

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    Share this Job

     

    Sedgwick

     

    About the Company

     

    Career Development

     

    Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources.

     

    We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients.

     

    Colleague Orientation

     

    We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there.

     

    Career Paths

     

    Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.

     


    Apply Now



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