Tasks

Key Responsibilities:

• Oversee Time-Off allowances, ensuring that all time-off requests align with business needs, and conduct regular reviews of time-off submissions from the call floor.
• Allocate Time-Off in a manner that maximizes efficiency while meeting business requirements and service level objectives.
• Train Operations Leaders on best practices for managing Time-Off effectively.
• Monitor real-time performance using available tools (e.g., Genesys Cloud WEM) to adjust workforce allocation and meet service level targets.
• Analyze performance trends and adjust Time-Off allowances in real time to optimize resource usage.
• Manage the Blackout and Voluntary Time-Off (VTO) process, collaborating with the WFM Manager for necessary adjustments.
• Address and resolve Inbox items and tickets as required, and provide backup support to the Front Office and Scheduler roles.
• Prepare and share daily and intra-day performance reports with leadership.
• Perform other related tasks as assigned.

Success in this Role Looks Like:

• Building strong relationships with all levels of employees and management, fostering effective communication across teams.
• Demonstrating strong analytical, quantitative, and technical skills.
• Remaining calm under pressure, meeting deadlines, and taking ownership of your work.
• Managing multiple tasks with a high level of attention to detail and strong organizational skills.
• Communicating clearly, concisely, and accurately with team members and organizational customers.
• Proactively identifying issues, understanding their business impact, and recommending effective solutions.
• Working independently, setting priorities, and exercising sound judgment.
• Taking initiative in learning, improving skills, and adding value to the team.
• Thriving in a fast-paced, dynamic environment and being an adaptable team player.

The Requirements

• In-depth understanding of operational activities and workforce management functions.
• Proficiency in Excel and other Windows-based programs (Word, PowerPoint, etc.), with the ability to organize and analyze data effectively.
• Minimum of two years’ experience in workforce management, specifically in real-time management, within a multi-department or multi-site contact center environment.
• Experience with WFM software (e.g., Verint/Blue Pumpkin, IEX, eWFM, Genesys) preferred.
• Some college education or relevant degree is preferred

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 
The salary being offered for this role is $50,000.00 USD. This role is also eligible for an annual short-term incentive bonus. 

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans. 

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Willis Towers Watson may be subject to mandatory employment-related COVID-19 vaccination requirements.  Therefore, to the extent any such mandates apply, you may be required to certify and provide documentation of full vaccination against COVID-19 if you are hired in the U.S. If you accept an offer from WTW and are subject to a mandate but are unable or unwilling to be vaccinated because of medical reasons or sincerely-held religious beliefs, you may request a medical or religious accommodation.  If you require an accommodation, the Company will evaluate your request and work with you to identify reasonable alternatives to vaccination, if available.

WTW is an Equal Opportunity Employer, including disability/vets