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: DYESJP00021454 Title: Workforce Management (WFM) Analyst Location: North Chicago, IL Duration: 6 Months Rate: $ 50/HR (C2C-Max) Locals Preferred - Remote Role 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 & Regard's Harry John Dynamic Enterprise Solutions Inc 1801 Hicks Rd, unit A Rolling Meadows, IL -60008 (847) 701-5896 /(c) 224-635-0898 -- You received this message because you are subscribed to "rtc-linux". Membership options at http://groups.google.com/group/rtc-linux . Please read http://groups.google.com/group/rtc-linux/web/checklist before submitting a driver. --- You received this message because you are subscribed to the Google Groups "rtc-linux" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To view this discussion on the web visit https://groups.google.com/d/msgid/rtc-linux/MAZPR01MB85662E4D788E931ED79034F096B59%40MAZPR01MB8566.INDPRD01.PROD.OUTLOOK.COM.
