Workforce Specialist

Cetera Financial Group, a prominent provider of industry-leading investment products and services to financial professionals nationwide. We are currently seeking a dedicated Workforce Management Specialist within our Service Organization to join our team and contribute to our commitment to delivering high-quality services. This multifaceted role contributes to enhancing overall service quality and customer satisfaction within our organization.

This is a unique opportunity to optimize productivity of the service center by assessing, analyzing, and reporting employee productivity at the individual, departmental and company level.

What you will do:

• Determine the best way to utilize employees’ productivity skills using techniques and theories of workforce management.
• Provide the data, the analytics, and the resource management services that ensure staffing levels are appropriate to handle the incoming volumes while also meeting the needs of the team members and the business.
• Compile, summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, and daily performance summaries.
• Ensure performance is within pre-set parameters and work with supervisors to resolve schedule adherence issues.
• Coordinate with various stakeholders daily and monthly forecasts on staffing levels and production efficiency maximization issues affecting production.
• Perform real time monitoring of call center activities and offer recommendations to rebalance workforce allocation to Leadership as necessary to ensure adherence to service level expectations.

What you need to have:

• Bachelor’s degree in business management or equivalent experience.
• 3 years of experience with workforce management applications and methodologies.
• 2 years of experience working with NICE.
• Strong presentation skills and communication skills.
• The ability to work cross-functionally around the organization and company to continue improving the way Cetera serves customers.
• Familiarity with forecast and scheduling concepts required.
• Experience establishing rapport and effective relationships.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Des Moines, IA