AVP of Workforce Management

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

The AVP, Workforce Management is responsible for ensuring workforce management operates as a strategic decision-support and problem-solving function, not solely as a forecasting, scheduling, and reporting organization.

Responsibilities

• Applies advanced critical thinking, structured problem solving, and business judgment to complex workforce, service, staffing, and operational challenges.
• Evaluates workforce and operational data to distinguish root causes from symptoms, identify patterns, test assumptions, assess risks, and determine the operational and financial implications of potential decisions.
• Approaches complex problems with intellectual curiosity, asking the appropriate questions before determining solutions and ensuring recommendations are supported by data, business context, and sound judgment.
• Develops multiple solution scenarios when appropriate, clearly articulating the benefits, risks, trade-offs, dependencies, costs, and expected outcomes of each alternative.
• Challenges existing assumptions, processes, and practices constructively when data or business conditions indicate a different approach may produce better results.
• Anticipates downstream impacts of workforce decisions, including potential effects on service levels, colleague experience, customer experience, productivity, expense, recruiting, training, and operational capacity.
• Maintains an enterprise perspective when resolving issues, avoiding solutions that optimize one department or metric at the expense of overall organizational performance.

Additional Responsibilities

• Strategic Thinking & Problem Solving:
• Performs other duties as assigned.
• Travels as required.
• Cross-Functional Solution Facilitation:
• Serves as a strategic partner and solution facilitator across Workforce Management, Operations, Recruiting, Human Resources, Finance, Technology, Training, Quality, and other business functions.
• Brings appropriate stakeholders together to define problems, clarify facts, resolve conflicting assumptions, evaluate alternatives, establish ownership, and facilitate timely decisions.
• Workforce Strategy & Optimization:
• Develops and drives strategic workforce management objectives across multiple business units in alignment with enterprise goals, client commitments, operational requirements, colleague experience, and financial objectives.
• Establishes integrated approaches for demand forecasting, capacity planning, staffing, scheduling, shrinkage management, adherence, occupancy, real-time management, and performance optimization.
• Data, Analytics & Decision Support:
• Establishes reporting and analytics capabilities that provide leaders with actionable insight rather than data alone.
• Translates complex workforce information into concise executive-level narratives explaining what happened, why it happened, what is likely to happen next, and what actions are recommended.
• Technology & Continuous Improvement:
• Identifies technology and automation opportunities capable of improving workforce planning, forecasting accuracy, scheduling effectiveness, analytics, real-time management, and decision speed.
• Partners with Technology and business teams to define problems and business requirements before determining technology solutions.
• Executive Presence & Leadership:
• Communicates effectively with executive leadership regarding workforce forecasts, staffing requirements, operational risks, performance trends, financial implications, and recommended actions.
• Presents complex workforce challenges in clear business language appropriate for executives, operational leaders, and clients.

Qualifications

• Bachelor's degree from an accredited college or university strongly preferred.
• Relevant advanced education, workforce management certifications, analytics expertise, or equivalent demonstrated professional experience may be considered.
• Ten (10) years of related experience or an equivalent combination of education and experience required, including progressive experience in workforce management, contact center operations, analytics, planning, or customer service leadership.
• Experience should demonstrate increasing responsibility for:
• Complex workforce planning and optimization
• Cross-functional problem solving
• Executive-level decision support
• Forecasting and capacity planning
• Operational and financial analysis
• Leadership of leaders
• Organizational change or transformation
• Workforce technology and automation
• Experience administering automated workforce management platforms within a complex, multi-site and/or remote operating environment strongly preferred.

Skills & Knowledge

• Proficiency in current technology tools for contact center management, reporting tools, common office applications, and presentation software
• Ability to drive performance targets to completion
• Strong oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies