Workforce Continuity Associate

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.

Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

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