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Workforce Management Service Center Scheduling Analyst I

  • Location: Bloomington
  • Job Type:Contract

Posted 10 days ago

  • Expiry Date: 17 December 2021

​​​Job Description:

  • REMOTE POSITION after the first week. Must pass the WFH virtual assessment. Please note that if/when normal in-office business resumes, they will be expected to be onsite in the office at that point. Please ensure they are aware of that and are comfortable.

  • Shift - 9:30AM - 6:30PM with up to an hour lunch, shift will not end until 6:30PM. This position could possibly help with the late hours rotation on a one week per month rotation (11:30AM-8:00PM w/30 min. lunch).

Position Description

  • The Workforce Management Analyst supports the service center operations with a blend of technical and business expertise. Responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with complete and accurate information. Responsible for working closely with team members and management to adjust schedules in response to real-time factors affecting service center needs. Supports forecasting and scheduling analysts by gathering and organizing various types of data from multiple systems, tools, and teams.

Key Responsibilities

  • Maintain system databases with accurate agent and client information

  • Perform timely system updates in response to transactional requests

  • Monitor daily agent activity and call volume trends for multiple queues and sites

  • Manage and optimize service center staff schedules based on forecasted requirements

  • Serve as a primary point of contact for daily scheduling issues

  • Recommend scheduling changes when needed to meet service center objectives based on real-time observations

  • Perform intra-day analysis and formulate/execute courses of action to resolve staffing/scheduling issues

  • Complete ad-hoc reporting and analysis projects when needed to support the WFM team and service center managers.

  • Proactively work with team members and managers to recommend efficiencies

  • Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity

  • Create and maintain process documentation

  • Some (minimal) travel may be required

  • Miscellaneous duties assigned as needed

  • Must be comfortable sitting at a desk all day. The majority of the work duties involved schedules and schedule adjustments. 

Qualifications:

REQUIRED:

  • At least 1-2 years of professional corporate office experience (or a Bachelor's degree in lieu of that corporate office experience).

  • Must be comfortable sitting at a desk all day. The majority of the work duties involved schedules and schedule adjustments.

  • Working knowledge of Word, PowerPoint & Outlook

  • Ability to prove intermediate skill level or greater using Microsoft Excel

  • Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience

  • Ability to build and maintain relationships

  • Ability to manage multiple tasks/projects and work across geographies

  • Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction

  • Ability to be a self-starter with excellent follow-up skills

PREFERRED

  • 1-2 years of call center experience

  • Associate’s Degree preferred, Bachelor’s Degree a plus

  • 1-2 years of call center workforce experience

  • Experience using Workforce Management software in a service center environment (IEX, Aspect, Blue Pumpkin, etc. in addition to call management software)

  • Experience working with Visio and SharePoint.

  • Scheduling and/or forecasting experience in a call center environment

About ASK:ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.