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HI,
Hope you are doing great!
This is Harry from Dynamic
Enterprise Solutions. We have urgent requirement with one of our Direct clients
(No hidden Layers) , please review below job description and let me know your
interest
Position ID: DYESJP00016810
Title:
Workforce Management (WFM) Analyst
Location:
North Chicago, IL
Duration:
6 Months
Locals
Preferred - Hybrid Remote (3 days Onsite, 2 days
Remote)
Description:
Location/Site: US-IL-Lake County
(AP5, 1 N Waukegan Road) (S0265)
Description Details
1. Are you open to look at candidates willing to relocate? Y
2. What are the top 3-5 skills requirements should this person have?
1) Attention to details
2) Experience with Excel, Visio and PP
3) Able to create detailed documentation (synopsis, training guides, etc.)
4) Data analytical aptitude
5) Excellent communication skills
3. What is a nice to have (but not required) regarding skills, requirements,
experience, education, or certification?
o WFM (Work Force Management) experience as Analyst
o Contact Center experience
4. What type of environment is this person working in?
o Combination of team and independent
5. Work Schedule (Define days,# of hours)
o Mondays to Fridays from 10:30am CST to 7:00PM CST.
o Is Overtime offered or required? No
6. Does this position offer the ability to work remotely on a regular basis or
is it an on-site role? If remote opportunity exists, what are the options
o Currently this position is for on-site and remote.
7. Is the worker onshore or offshore? Onshore
8. Will there be Domestic and/or International Travel? No
Discovery Questions
1. Reason for opening: Last resource left for a permeant position
2. Is this position open as a FTE or Professional Services? PS
3. Do you have any suppliers that you are currently engaged and recruiting on
this role? NO
4. If yes, How long has the role been posted with these other buying channels?
What are the challenges you are seeing?
Job Role: WFM Analyst
Purpose:
Responsible for supporting Workforce Management (WFM) application for a medium
size Agent Contact Center. This analyst will be supporting the WFM Team,
Contact Center Agents, and Leadership with the goal of creating a remarkable
impact for our patients and healthcare providers. Position will be responsible
for ensuring the right resources are in the right place at the right time to
reduce cost, support operational growth, and ensure the appropriate and
productive utilization of contact center resources. Applicant will maintain and
update Forecast, Agent Schedules, Intraday, Shrinkage, Reporting and supporting
real time contact center operations.
Reviews, analyzes, and evaluates business systems and user needs. Documents
requirements defines scope and objectives and formulates systems to parallel
overall business strategies. May require an associate degree in a related area
and 3+ years of experience in the field or in a related area. Has knowledge of
commonly used concepts, practices, and procedures within a particular field.
Generally, supports commodity or generic/unspecified skills, such as
Application Support, Business Analyst, Compliance Consulting, Domaine SME,
SharePoint BSA. Relies on instructions and pre-established guidelines to
perform the functions of the job. Works under immediate supervision. Primary
job functions do not typically require exercising independent judgment.
Typically reports to a manager or a team Lead.
Responsibilities:
Support Contact Center Workforce Management (WFM) processes for Forecasting,
Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business
goals, objectives, and service level agreements are satisfied.
Monitor and analyze call and activity volumes vs. available staff and
optimize resource schedules to maintain contact center key performance
indicators.
Maintain and update schedules for staff to ensure optimal coverage with the
right resources, in the right place, at the right time.
Develop, analyze, and deliver WFM and Contact Center reports with lessons
learned from prior day/week/month.
Maintain and adjust agent resource assignments ensuring they receive the
right calls at the right time.
Review and approve agent time off and schedule change requests.
Research and analyze agent schedule adherence issues/concerns and deliver
suggestions for improvement.
Qualifications:
Prior medium to large call-center experience required
Prior WFM administrative and real-time scheduling support
High school diploma or GED equivalent required
College degree preferred
Requires skills in all the following: a) Establishing resource schedules; b)
Supporting intraday real-time scheduling activities; c) Identifying and
delivering real-time schedule staffing decisions; d) Developing, analyzing, and
delivering WFM and contact center reports; e) Maintaining and administering the
WFM platform
Ability to communicate in a clear and professional manner (both written and
verbal) to all levels of management
Experience training individuals or groups on new concepts and processes
Experience coaching agents to drive performance improvement
Ability to influence and lead others without direct authority
Innovative problem solver with an attention to detail and a focus on accuracy
Experience with WFM platforms preferred (i.e. Five9/VO, NICE InContact)
Contact Center Experience
Description Details
1. What are the top 3-10 skills requirements should this person have?
1) Attention to details
2) Experience with Excel, Visio and PP
3) Able to document training guides
4) Data analytical aptitude
5) Excellent communication skills
6) WFM tasks (Forecasting/Scheduling/Intraday/Shrinkage)
7) Experience with working with reports
8) Data analytical aptitude
2. What type of environment is this person working in?
o Combination of team and independent
3. Work Schedule (Define days,# of hours)
o Mondays to Fridays from 10:30am CST to 7:00PM CST. Requirement to work these
hours.
o Is Overtime offered or required? No
4. Does this position offer the ability to work remotely on a regular basis or
is it an on-site role? If remote opportunity exists, what are the options
o Currently this position is open for both on-site and remote.
5. Is the worker onshore or offshore? Onshore
6. Will there be Domestic and/or International Travel? No
Thanks
& Regards
Harry John
Dynamic Enterprise Solutions Inc
1801 Hicks Rd, unit A
Rolling Meadows, IL -60008
(847) 701-5896 / 224-635-0898
Email: [email protected]
[email protected]
www.Dynamic-enterprise.net
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