workforce analyst.

• fort lauderdale , florida

• posted may 1, 2024

job details

summary

• $20 - $25 per hour

• temp to perm

• high school

• category office and administrative support occupations

• referenceAB_4525551

job details

Do you have experience as a Workforce Analyst? Performing updates to agent profiles, schedules, tracking attendance , agent red flags, leave of absence and attrition. Manage multiples customer and work queues by steering the available agents in an effective and efficient way. Shifts available: Tuesday to Saturday - from 2pm to 11pm

salary: $20 - $25 per hour

shift: Second

work hours: 2 PM - 11 PM

education: High School

Responsibilities

• Manage the agents' skills movements as per the call volume and ensure adequate availability of agents in each queue.

• Sent out alerts and information about the queue status while monitoring the queue for the day.

• Manage daily attendance and program break schedules, report issues with absenteeism, schedule adherence.

• Provide ongoing Call Center operational analysis such as intra day reports, end of the shift specific reports.

• Work closely with the operations team to analyze and help improve their delivery processes and steer with objective to meet or exceed service levels.

• Participate in daily/ weekly steering meetings and provide steering feedbacks and high lights issues affecting process delivery.

• Generate ideas for process and service improvement planning.

• Forsee the work queue situation based on the Intra Day Plan of call forecast based on historical call data defined for the day's interval.

• Ability to identify (discover) queue issues and ability to find solutions impacting customer performance.

• Create and continue to update steering manuals for own use and document the characteristics of each queue and help to update the Real Time Steering (RTA) play book.

• Work closely with the operations team to analyze and help improve their delivery processes and steer with objective to meet or exceed service levels.

• Ensure own attendance discipline and schedule adherence.

Skills

• Logical Thinking

• Workforce Management

• Forecasting (1 year of experience is required)

• Monitor and Tracking Database (1 year of experience is required)

• Administer Scheduling

• Ability to Analyze Data

• Process Improvement

• Decision Making

• Planning

• Excellent Time Management (1 year of experience is required)

• Call Center Experience (1 year of experience is required)

• Monitor Agents Service Level (1 year of experience is required)

• Quickly Adapt to Changes

Qualifications

• Years of experience: 1 year

• Experience level: Entry Level

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Applications accepted on ongoing basis until filled.

get in touch

we are here to help you with your questions.

WM

wendy morales

• +1 954 399 7578 (tel:+1 954 399 7578)

• wendy.morales@randstadusa.com