Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Real Time Workforce Support Specialist is responsible for supporting the contact center real-time processes across all lines of business and locations. This role ensures the achievement of high-quality support in execution of the production plans, resulting in effective service of incoming participant contacts. This role is responsible for responding to unplanned events, trends, and deltas within the same week. This role works closely with the EPW WFO team to close gaps in staffing and scheduling resulting in retention of staff and existing business, successful acquisition of new business, and meeting client contractual obligations.

• Primarily responsible for monitoring planning inbox and request tracker to ensure responses are provided within the contractual service level.
• Provides analytical and ad-hoc reporting to business leadership by using company tools and resource including various dashboard applications such as Power BI
• Responsible for supporting the planning by maintaining appropriate elements of the workforce management (WFM) system.
• This includes updating schedules, various WFM system maintenance items, special scheduling tasks and other duties as determined prudent to meet business needs.
• Serve as the main point of contact for team leaders regarding schedule updates and task assignments
• Ensure scheduling guidelines are maintained and adhered to with respect to all schedule requests.
• Report and monitor representative schedule's adherence in real time using Workforce software and ACD displays.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.