Workforce Continuity Associate

Supporting the day-to-day operational needs of Workforce Continuity businesses within Personal Wealth, while providing best in class customer services to all internal clients.

As a Workforce Continuity Associate, you will play a pivotal role in driving operational excellence, strengthening internal client relationships, and enabling seamless collaboration across Shared Services. This role is ideal for a proactive problem-solver who thrives in a dynamic environment and is passionate about delivering impactful results. Great opportunity to dive into the world of operations, providing recommendations to our business partners.

Key Responsibilities:

Client Relationship Management

• Leverage relationship-building skills to foster a collaborative environment with internal Personal Investor clients.

• Influence effective decision-making through trust-based partnerships and consistent engagement.

• Partner with Personal Investor Shared Services to ensure resource maximization strategies are executed effectively.

• Align operational goals with client needs to drive efficiency and performance.

• Share responsibility for helm coverage, including off-hours support.

• Accurately capture and process callouts for crew.

• Troubleshoot system and call routing issues in partnership with Technology Administrators.

• Update workflows and documentation to reflect technology changes.

• Serve as a key contact during contingency events (e.g., weather, outages).

• Execute contingency plans and ensure continuity of operations.

• Facilitate onboarding/offboarding processes in collaboration with internal business partners.

• Manage PTO solicitation workflows and consult with clients on waitlist approvals.

• Assist building out Schedule Workplans and Schedule Shift slide.

• Champion process excellence and continuous improvement across workflows.

• Promote creative and critical thinking and integrate VMS principles into daily work.

• Participate in cross-functional initiatives and contribute to broader organizational goals.

• General Genesys knowledge (Queues, Business Segments, Scheduling, etc.)
• 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.
• 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.