8 hours

Sr Workforce Management Specialist

Norfolk, VA
  • Job Code
JobId: 147000
Job Title: Sr Workforce Management Specialist
Location: Norfolk, VA
Category: Client Service
Employment: Full-Time
Open Date: 2017-12-30T06:04:53Z Close Date: 2022-12-29T00:00:00Z


The Sr. Workforce Operations Specialist is responsible for the overall schedule fit, the schedule alignment/bid coordination and administration process, coordination of large scale non-work events, and the execution of the vacation bidding process for all assigned staff groups. Pursuant of these responsibilities, the Sr. Specialist must provide monthly schedule fit reporting and analysis on schedule quotient index (SQI), schedule efficiency index (SEI) and schedule inflexibility metrics to SBS Directors and VPs. In addition, they will also be wholly responsible for the vacation bid administration process and must act as the Genesys vacation bidding SME for all assigned staff groups.

The Sr. Specialist will drive associate scheduling strategy and must be comfortable communicating scheduling strategies and trade-offs, as well as other WFM theories, in an articulate and persuasive manner to senior leaders while keeping operational efficiency and associate engagement balanced in their approach. Critical thinking and a high degree of WFM expertise are requirements of this role along with an exceptional ability to explain these concepts in lay-terms to non-WFM experts.

Job Responsibilities:

  • Maintain schedule fit for all assigned staff groups coordinating the entire schedule alignment/bid process with WFM Scheduling Analysts and business leaders from start to finish.
  • Provide monthly schedule fit analysis for all assigned staff groups taking into account all possible scheduling strategies keeping in mind business strategy, associate impact, and input from senior leaders.
  • Work closely with WFM partners in Forecasting & Capacity Planning to align scheduled resources with demand curve providing expertise and advice on requirement patterns and schedule efficiency impacts.
  • Partner with SBS leaders and Scheduling Analysts to carry-out schedule bids/alignments acting as the principal communication link between WFM and CS leaders for this function.
  • Act as the SME for Genesys PTO (Planned Time Off) administration coordinating and conducting all vacation bidding activities for all supported groups and providing on-going support to Schedulers and Real-Time Analysts with regards to PTO related problems.
  • Maintain the Genesys time-off rules, processes and procedures for all assigned groups and provide on-going support throughout the year.
  • Coordinate the planning/executing of large-scale scheduling initiatives with the Scheduling team assuring all restrictions/needs and deadlines are communicating properly and accounted for.





  • Minimum of five years' experience in Contact Center WFM support role required.
  • Demonstrated experience and success in Workforce Management in a Contact Center environment.
  • Demonstrated experience planning resources in a multi-channel global contact center environment including phone, email and chat contact channels.
  • Hands-on expertise using the Genesys Workforce Management tool and/or similar platforms (i.e. Aspect eWFM, IEX, Verint, etc.)

Skills & Abilities:

  • Ability to work independently, proactively and creatively while exercising sound situational judgement in a fast-paced, minimally managed, high profile and extremely results driven environment
  • Extremely well organized and capable or prioritizing competing demands with a focus on strategic objectives and coordination of tactical operational initiatives
  • Speaking, listening, and writing skills with an ability to communicate clearly at the highest levels
  • Strong analytical skills and ability to communicate complex analysis at all levels
  • Strong interpersonal relationship building skills with a positive attitude
  • Advanced skills using Microsoft Excel in a business environment
  • Ability to work effectively in a team environment and across organizational level, where flexibility, collaboration and adaptability are important
  • Expert level comprehension of core WFM theories and methodologies

Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the \"Most Admired Companies\" by FORTUNE® Magazine, and recognized by Forbes® as one of \"The World's Most Innovative Companies,\" ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


  • Management

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Norfolk, VA

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