Workforce Management & Continuity Associate

Job Description

Workforce Continuity Associate | Vanguard

The Tone:
This is a full-time role at Vanguard, located in Malvern, PA. Vanguard is a 28,273-person organization focused on the long-term financial well-being of its clients, leading through products and services that transform client lives. This role is crucial for optimizing staffing, scheduling, and operational performance, aligning resources with business needs to drive operational excellence and ensure continuity of service.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid, Malvern, PA
• Pay: $53000–$55000 yearly
• Mission: Optimize staffing, scheduling, and operational performance to ensure service continuity and operational excellence.
• Tech Stack: Genesys, Aspect/Alvaria, NICE, Verint, Calabrio, Five9, Microsoft Excel, Microsoft Powerpoint

What You’ll Actually Do
• Planning: Develop staffing recommendations, schedules, and workforce plans to optimize resource utilization and support service level goals.
• Analytics: Monitor operational performance, analyze workforce trends, and provide data-driven recommendations to improve efficiency and client outcomes.
• Consulting: Partner with business leaders and stakeholders to deliver workforce insights and consultative support for operational decision-making.
• System Management: Utilize workforce management tools, including Genesys, to support scheduling, forecasting, reporting, and daily operations.
• Response: Support business continuity and contingency planning by responding to operational disruptions and ensuring continuity of service.

The Must-Haves
• Background: Undergraduate degree in a business-related or technology field preferred.
• Experience: Two years of general business experience and one year of industry experience. One year of contact center experience preferred.
• Skills: Strong analytical and planning skills, excellent communication and relationship-building abilities, comfort with technology and operational tools, strong quantitative and technical aptitude, strong attention to detail.
• Bonus: 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; proactive approach to problem identification and resolution; 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.