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Randstad USA · 2 days ago

Workforce Informatics

Greater Orlando

Contract

Hybrid

Mid, Senior Level

$28/hr - $28/hr

4+ years exp

Randstad USA is a leading staffing agency, and they are seeking a Workforce Management Analyst to improve workforce management effectiveness. The role involves scheduling and forecasting, optimizing workforce management tools, and providing analytical support for staffing decisions within a contact/customer service center environment.

ConsultingHuman ResourcesInformation TechnologyRecruiting

H1B Sponsor Likely

Hiring Manager

Ryan Clingman (LION)

Responsibilities

Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)

Ability to work additional hours as needed

Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (service level, occupancy, adherence, abandoned rate, utilization, etc.)

Provides daily and weekly scheduling and real time monitoring support for customer service

Develop labor schedules to meet contact volumes and service levels. Schedules weekly meeting with leaders to review forecasting, planning, scheduling and service level concerns with leaders

Utilize specialized software tools to manage and forecast staffing levels, such as the Erlang Calculator. Accurately forecast call volumes, analyze historical call volume to project budgetary expenses to determine future headcount allocation

Track and analyze data to support staffing decisions. Work with the leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc

Available during scheduled shift via phone call or MS Teams

Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals

Balance multiple priorities with little or no direction

Identify what resources are required to implement parts of projects

Effectively use project plans to focus work and ensure deadlines are met

Monitors Workforce Management tools real time to maintain service level data. Reach out to team members directly if status us showing as high away time, high talk time, late from lunch/breaks, etc

Evaluates daily call trends

Works with leadership to ensure agent adherence and/or conformance to schedules

Accurately inputs schedule changes received through the call out line or Workforce email requests

Prepares Time Utilization, Adherence/Conformance, and weekly scheduling reports

Updates any daily schedule exception and alerts team members of any real time updates made

Designs/creates various reports for staffing and analysis

Creates reports utilized by leadership for staffing/ productivity measurements

Working knowledge of Erlang Calculator

Assists in creating schedules/scheduling scenarios utilizing workforce management technology. Experience with Five9 preferred

Interacts with leadership to provide decision support and complete various scheduling-related projects with minimal supervision

Analyzes daily call trends and alerts Workforce Management Analyst to needed staffing updates

Manages Five9 queue skills for Tier 1 and Tier 2 teams

Performs other duties as assigned

Complies with all policies and standards

Qualification

Workforce Management toolsErlang CalculatorData analysisFive9Microsoft ExcelProject ManagementCritical ThinkingProblem SolvingClear CommunicationTeam PlayerOrganizational Skills

Required

Bachelor's degree in human resources, finance, or business, or related field AND four (4) years' relevant experience

3+ years of experience spanning a combination of leading and managing complex data driven projects (preferably in a medium to large size company), of relevant HRIS system experience (including ERP System implementation), and/or business acquisition project management including due diligence analysis, integrating business process, migrating data, tracking and resolving complex ‘issues' lists, meeting milestones

Adept at establishing partnerships and building relationships with key stakeholders and teams using strong interpersonal skills: listening, confronting, challenging, straightforwardness, rapport, trust, warmth, compassion, humor

Ability to think strategically and critically in developing measurement solutions; excellent analytical and research skills

Strong business acumen with sound logic and strong problem-solving skills

Strong communication and change management skills, ability to work effectively with team members from all levels of the organization

High level understanding of complex business process, policy compliance and best practice standards

Ability to analyze large volume of data, identify patterns, define problems, with a deep understanding of its scope and impact to HR business function

Ability to lead and manage complex projects with cross functional team members

Strong process and continuous improvement mindset

Strong organizational and time management skills; proven track record in meeting deadlines

Self-motivated and directed with ability to prioritize both the micro and macro imperatives

Customer focused, excellent follow-up skills

Proficient in Microsoft Office suite and the Microsoft Apps ecosystem, with specific expertise in Excel and data visualization

Able to conduct oneself professionally, maintaining confidence, confidentiality, integrity and objectivity

Preferred

PeopleSoft

HRIS

Basic SQL Queries

Project Management

Company

Randstad USA

Glassdoor3.8

Randstad US is a wholly owned subsidiary of Randstad Holding nv, a global provider of human resources solutions.

Founded in 1998

Atlanta, Georgia, USA

1001-5000 employees

http://randstadusa.com

H1B Sponsorship

Randstad USA has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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Trends of Total Sponsorships

2023 (754)

2022 (776)

2021 (1143)

2020 (1749)