Workforce Continuity Associate

About this role

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.

What you bring: • 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

What it Takes: • 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.

Vanguard is not offering visa sponsorship for this position.

Base salary range for this role is $53,000 – $55,000 based on relevant experience (plus opportunities for annual partnership bonus after your first year and merit increases).  You may be eligible for overtime and a shift differential depending on shift schedule.

Special Factors Sponsorship Vanguard is not offering visa sponsorship for this position. About Vanguard At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

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