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.

Senior Specialist – Workforce Operations & Reporting

Position Summary:

The Senior Specialist plays a key role in driving efficiency and accuracy across workforce operations and reporting. This role involves advanced analysis, tactical forecasting support, process improvement, and mentoring junior team members to ensure operational excellence.

Key Responsibilities:

• Lead the creation and delivery of advanced operational and performance reports.
• Support tactical forecasting and workforce planning by analyzing volume trends and staffing patterns.
• Oversee schedule adjustments and ensure consistency in real-time monitoring practices.
• Mentor Specialists, review their work, and ensure adherence to quality and turnaround benchmarks.
• Identify and implement process improvements, including opportunities for automation.
• Act as a subject matter expert for tools and reporting logic used across the team.

Skills & Qualifications:

• Strong analytical and reporting skills with experience in BI tools (e.g., Power BI, Qlik).
• Good understanding of workforce planning concepts and contact center operations.
• Ability to manage multiple priorities independently and solve operational issues proactively.
• Excellent communication skills and collaborative mindset.
• Experience in mentoring or leading junior team members is preferred.

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.