What are the responsibilities and job description for the WFM Real-Time Analyst position at Randstad?
job summary:
As the largest staffing and recruitment agency in the world, we can commit to finding you the perfect role that gives you the opportunity to learn and grow in the life sciences arena. Utilizing a recruiter for your job search gives you access to a large network of top employers as well as detailed information about hundreds of positions. A current top partnership with a research-driven biopharmaceutical company is known as a powerhouse that aims to develop treatments for difficult-to-cure diseases. This renowned employer has created 32 products, including Humira and Lupron, that have highly impacted lives across the globe. If you're looking to stand out in your field and lead the way to innovative therapies, this position is for you!
location: North Chicago, Illinois
job type: Contract
salary: $35.00 - 37.38 per hour
work hours: 11 to 7
education: High School
responsibilities:
qualifications:
skills: MS-WORD, MS-EXCEL
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).
As the largest staffing and recruitment agency in the world, we can commit to finding you the perfect role that gives you the opportunity to learn and grow in the life sciences arena. Utilizing a recruiter for your job search gives you access to a large network of top employers as well as detailed information about hundreds of positions. A current top partnership with a research-driven biopharmaceutical company is known as a powerhouse that aims to develop treatments for difficult-to-cure diseases. This renowned employer has created 32 products, including Humira and Lupron, that have highly impacted lives across the globe. If you're looking to stand out in your field and lead the way to innovative therapies, this position is for you!
location: North Chicago, Illinois
job type: Contract
salary: $35.00 - 37.38 per hour
work hours: 11 to 7
education: High School
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
skills: MS-WORD, MS-EXCEL
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).
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