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.