1 job found in joliet, illinois

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    • joliet, illinois
    • contract
    • US$30.00 - US$34.00, per hour, $30 - 34 per hour
    • 8am to 4pm
    job summary:Our client in Joliet is looking for a Workforce Management Analyst for a 6 month contract position!POSITION SUMMARY: This position will ensure optimal management of personnel for multiple departments through proactive monitoring of service levels, contact volumes, staff scheduling and complements, trending and forecasting via the utilization of a workforce management system. The individual will coordinate with Department Managers for appropriate expectations of service levels, establishing standards and developing and implementing new programs to improve workforce management. Designs, creates, and improves strategies to maximize organizational effectiveness while minimizing cost. Individual will apply job skills and company policies and procedures to complete a variety of tasks. Will work on assignments that are varied in nature where ability to recognize deviation from accepted practice is required. Normally receives general instructions on routine work, detailed instructions on new assignments.REQUIRED EDUCATION, EXPERIENCE AND SKILLS:Bachelor's Degree or commensurate experienceWorkforce Management or equivalent experience 2 years of operational experience in at least two of these disciplines: forecasting, capacity modeling, scheduling3-5 years call center experience Thorough knowledge of contact center management and staff planningAbility to drive continuous improvementsDemonstrated skills in change managementAbility to think analytically, conceptually, and strategicallyAbility to problem solve effectively and efficientlyOutstanding organizational and planning skills Ability to orchestrate change Ability to act decisively strong verbal and written communication skills Advanced knowledge of Microsoft Office softwareAdvanced knowledge of Call Center Telephony Advanced knowledge of Verint Workforce Management software Position may require the need to travel to other branch or meeting locations. DUTIES/RESPONSIBILITIES: Responsible for the daily operation and management of the forecasting, modeling and scheduling systemChampions, coaches and encourages call center colleagues at all levels who utilize and rely on the WFM systemProvides reports, analysis and recommendations to support executive decision makers, such as "What If" analysisInterface with Information Systems team on systems support and maintenance upgrades, while also addressing technical issues impacting service delivery for branch colleagues Responsible for Customer Care timekeeping and attendance tracking through UltiPro systemInterface with internal departments as it relates to data extracts and data gatheringMaintains conditional information and system parameters to ensure accurate forecastingDelivers formal training and support to call center colleagues across related areas and appropriate colleagues on the scheduling system Serves as WFM subject matter expertWorks with call center management to create, implement, and maintain a capacity plan to ensure consistent and acceptable service levelsOversee and monitor intraday activity to establish and implement steps for service level recovery when performance measures fall below goal Compile, analyze and present call center key performance indicators to Executive Management when neededCreate analytical reports as needed in support of business operational initiativesProvide administrative support during mergers and acquisitions. Performs other duties as assigned or requested location: Joliet, Illinoisjob type: Contractsalary: $30 - 34 per hourwork hours: 8am to 4pmeducation: Bachelors responsibilities:Responsible for the daily operation and management of the forecasting, modeling and scheduling systemChampions, coaches and encourages call center colleagues at all levels who utilize and rely on the WFM systemProvides reports, analysis and recommendations to support executive decision makers, such as "What If" analysisInterface with Information Systems team on systems support and maintenance upgrades, while also addressing technical issues impacting service delivery for branch colleagues Responsible for Customer Care timekeeping and attendance tracking through UltiPro systemInterface with internal departments as it relates to data extracts and data gatheringMaintains conditional information and system parameters to ensure accurate forecastingDelivers formal training and support to call center colleagues across related areas and appropriate colleagues on the scheduling system Serves as WFM subject matter expertWorks with call center management to create, implement, and maintain a capacity plan to ensure consistent and acceptable service levelsOversee and monitor intraday activity to establish and implement steps for service level recovery when performance measures fall below goal Compile, analyze and present call center key performance indicators to Executive Management when neededCreate analytical reports as needed in support of business operational initiativesProvide administrative support during mergers and acquisitions. Performs other duties as assigned or requested qualifications:Experience level: ExperiencedMinimum 3 years of experienceEducation: Bachelors skills: WMScontact centerworkforce management systemVerintforecastingcapacity modelingstaff planningSchedulingWFMEqual 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.
    job summary:Our client in Joliet is looking for a Workforce Management Analyst for a 6 month contract position!POSITION SUMMARY: This position will ensure optimal management of personnel for multiple departments through proactive monitoring of service levels, contact volumes, staff scheduling and complements, trending and forecasting via the utilization of a workforce management system. The individual will coordinate with Department Managers for appropriate expectations of service levels, establishing standards and developing and implementing new programs to improve workforce management. Designs, creates, and improves strategies to maximize organizational effectiveness while minimizing cost. Individual will apply job skills and company policies and procedures to complete a variety of tasks. Will work on assignments that are varied in nature where ability to recognize deviation from accepted practice is required. Normally receives general instructions on routine work, detailed instructions on new assignments.REQUIRED EDUCATION, EXPERIENCE AND SKILLS:Bachelor's Degree or commensurate experienceWorkforce Management or equivalent experience 2 years of operational experience in at least two of these disciplines: forecasting, capacity modeling, scheduling3-5 years call center experience Thorough knowledge of contact center management and staff planningAbility to drive continuous improvementsDemonstrated skills in change managementAbility to think analytically, conceptually, and strategicallyAbility to problem solve effectively and efficientlyOutstanding organizational and planning skills Ability to orchestrate change Ability to act decisively strong verbal and written communication skills Advanced knowledge of Microsoft Office softwareAdvanced knowledge of Call Center Telephony Advanced knowledge of Verint Workforce Management software Position may require the need to travel to other branch or meeting locations. DUTIES/RESPONSIBILITIES: Responsible for the daily operation and management of the forecasting, modeling and scheduling systemChampions, coaches and encourages call center colleagues at all levels who utilize and rely on the WFM systemProvides reports, analysis and recommendations to support executive decision makers, such as "What If" analysisInterface with Information Systems team on systems support and maintenance upgrades, while also addressing technical issues impacting service delivery for branch colleagues Responsible for Customer Care timekeeping and attendance tracking through UltiPro systemInterface with internal departments as it relates to data extracts and data gatheringMaintains conditional information and system parameters to ensure accurate forecastingDelivers formal training and support to call center colleagues across related areas and appropriate colleagues on the scheduling system Serves as WFM subject matter expertWorks with call center management to create, implement, and maintain a capacity plan to ensure consistent and acceptable service levelsOversee and monitor intraday activity to establish and implement steps for service level recovery when performance measures fall below goal Compile, analyze and present call center key performance indicators to Executive Management when neededCreate analytical reports as needed in support of business operational initiativesProvide administrative support during mergers and acquisitions. Performs other duties as assigned or requested location: Joliet, Illinoisjob type: Contractsalary: $30 - 34 per hourwork hours: 8am to 4pmeducation: Bachelors responsibilities:Responsible for the daily operation and management of the forecasting, modeling and scheduling systemChampions, coaches and encourages call center colleagues at all levels who utilize and rely on the WFM systemProvides reports, analysis and recommendations to support executive decision makers, such as "What If" analysisInterface with Information Systems team on systems support and maintenance upgrades, while also addressing technical issues impacting service delivery for branch colleagues Responsible for Customer Care timekeeping and attendance tracking through UltiPro systemInterface with internal departments as it relates to data extracts and data gatheringMaintains conditional information and system parameters to ensure accurate forecastingDelivers formal training and support to call center colleagues across related areas and appropriate colleagues on the scheduling system Serves as WFM subject matter expertWorks with call center management to create, implement, and maintain a capacity plan to ensure consistent and acceptable service levelsOversee and monitor intraday activity to establish and implement steps for service level recovery when performance measures fall below goal Compile, analyze and present call center key performance indicators to Executive Management when neededCreate analytical reports as needed in support of business operational initiativesProvide administrative support during mergers and acquisitions. Performs other duties as assigned or requested qualifications:Experience level: ExperiencedMinimum 3 years of experienceEducation: Bachelors skills: WMScontact centerworkforce management systemVerintforecastingcapacity modelingstaff planningSchedulingWFMEqual 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.

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