Workforce Continuity Associate

Vanguard · United States

In this role, you will:

• Develop staffing recommendations, schedules, and workforce plans to optimize resource utilization and support service level goals.
• Monitor operational performance, analyze workforce trends, and provide data-driven recommendations to improve efficiency and client outcomes.
• Partner with business leaders and stakeholders to deliver workforce insights and consultative support for operational decision-making.
• Utilize workforce management tools, including Genesys, to support scheduling, forecasting, reporting, and daily operations.
• Serve as a key point of contact for operational support, including staffing adjustments, call routing changes, attendance tracking, and workforce-related inquiries.
• Support business continuity and contingency planning by responding to operational disruptions and ensuring continuity of service.
• Collaborate with technology and business partners to troubleshoot workforce management issues and implement process improvements.
• Contribute to onboarding activities, special projects, and cross-functional initiatives that enhance workforce effectiveness and operational excellence.

• Strong analytical and planning skills
• Excellent communication and relationship-building abilities
• Comfort with technology and operational tools
• A collaborative mindset and commitment to process excellence

• Undergraduate degree in business-related or technology field preferred.
• Two years of general business experience and one year of industry experience.
• One year of contact center experience preferred.
• Experience with Genesys, Aspect/Alvaria, NICE, Verint, Calabrio, Five9, or similar workforce management platforms preferred.
• Demonstrated professionalism, confidence, assertiveness, and dependability.
• Ability to interact and negotiate with peers and all levels of management and respectfully question the status quo.
• Strong quantitative and technical aptitude; Proactive approach to problem identification and resolution.
• Strong attention to detail. Proven ability to develop and maintain strong client relationships
• Solid knowledge of all Microsoft applications, specifically Excel and Powerpoint.
• Excellent written and verbal communication skills.
• Proven ability to maintain confidentiality with sensitive information and work independently.
• Demonstrated interest in call center operations functions.