Capgemini is seeking a highly motivated and detail-oriented Workforce & Forecasting Scheduling Specialist I for a top 10 US Insurance Carrier.
This role is focused on managing employee schedules, forecasting contact volumes & workload, providing insight and recommendations to business leaders on how to optimize staff utilization, and conduct scheduled and impromptu meetings with leaders. This team uses TymeShift as the WFM platform, so anyone with experience in that would be set up for success.
Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
Data Analysis: Understands and applies concepts of analysis to evaluate the operations in terms of workforce management and planning. Uses this data to make actionable recommendations.
Forecasting: Understands forecasting methodology and best practices which may apply to resources allocations, staffing needs and workforce scheduling based on analyzing call volumes and/or patterns, and predicting future trends and/or events.
Real-Time Management: Able to clearly communicate the state of workforce operations and proactively surfaces potential issues. Able to rapidly respond to discrepancies that emerge due to changing staff availability, staffing levels, and unforeseen events.
Scheduling and Staffing: Able to manage the workload to the workforce, estimating staffing needs while accounting for meetings, paid and/or unplanned time off, ad hoc projects, training, etc. Creates a clear work schedule putting the right people in the right place at the right time while aligning with policy and business rules.
Technical Acumen: Able to use and understand the capabilities of various tools, applications and systems. Utilizes this understanding to develop insights, implement changes and report to stakeholders. Able to recognize opportunities for business efficiencies that will improve results.
Total Work Experience: Minimum Required: 4-6
Work Experience in This Field: Minimum Required: 4-6 / Preferred: 7-9
English Proficiency: Fluent
Required Education: Minimum Required: None required / Preferred: Bachelor
Other Critical Skills: Autonomous and solution-oriented - Intermediate
Software / Tool Skills
TymeShift WFM (or any WFM Software) - Intermediate (4-6 Years)
SQL - Entry Level (1-3 Years)
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Distraction free and a dedicated workspace due to remote position
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
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What We Do
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
