Workforce Management Service Center Scheduling Analyst I

Kelly Services is currently seeking a full time Workforce Management Service Center Real Time Analyst for one of our top clients in Minneapolis, MN! As a Workforce Management Service Center Real Time Analyst placed with Kelly Services you will be 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

 

Pay: $17-$18/hr.

Schedule: M-F

 

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

• At least 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

 

If you are interested in this position please include a copy of your resume and email me at KENC251@kellyservices.com 

Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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