Workforce Management Senior Associate

📋 Description

• • The Workforce Management Senior Associate supports contact center scheduling operations across National General and Allstate, playing a key role in ensuring smooth daily operations and agent support.
• • Day to day responsibilities include processing time-off requests, flex scheduling, absences, and schedule updates with high accuracy; managing agent inquiries via ServiceNow; responding professionally via email and messaging; handling same-day call-outs; maintaining data integrity; understanding staffing needs; meeting quality and satisfaction targets; supporting low-complexity reporting; and contributing to process improvements and SLA adherence.
• • The role sits within a collaborative Workforce Management team focused on optimizing contact center operations, offering exposure to staffing needs, schedule optimization, and workforce processes as an entry point into WFM.
• • The person can learn and achieve proficiency in workforce management systems, develop strong analytical and judgment skills in high-volume environments, gain experience with ServiceNow and AI-assisted workflows, and build a foundation for career growth in workforce planning and operations.