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Senior Workforce Management Specialist at ADP in Norfolk, VA

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Description

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.

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