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HMS Workforce Administrator- Southfield, MI
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Southfield, MI Southfield, Michigan |
About this job
Position Purpose: The incumbent is responsible for supporting the Workforce Management process in the Customer Contact Center through the collection of exception information, entering of this information into the Kronos & Workforce Management system, and recordkeeping/file retention of all related documentation. Additionally this position supports the Contact Center management team by providing daily workforce capacity data and information as necessary.
Major Tasks, Responsibilities & Key Accountabilities:
20%-Enters Associate schedule exceptions into the Workforce management system to aide in the proper management and evaluation of contact center call handling resources
15%-Also enters exception data into Kronos to document time off, missed punches, or other time clock exceptions for Contact Center associates.
15%-Runs reports from Kronos & Workforce Management system as needed to support the Contact Center.
20%-Maintains records and files to support Kronos & Workforce management entries.
15%-Provides real time feed back to Contact Center management with regard to individual associate scheduling information
15%-Administers all Schedule and Shift Changes within the Customer Contact CenterAdministers all Schedule and Shift Changes within the Customer Contact Center
Nature and Scope: Position Reports to Senior Manager Sales and Service Center
Number of Direct Reports: 0
Environmental Job Requirements:
Environment: 1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: 1. Typically requires overnight travel less than 10% of the time. Additional Environmental Job Requirements:Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Work
Experience Required: 4
Certifications & Licenses:
Physical Requirements: 1. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Preferred Qualifications: -Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment
- Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
- Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Work
Experience Required: 4
Certifications & Licenses:
Physical Requirements: 1. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Preferred Qualifications: -Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment
- Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
- Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Major Tasks, Responsibilities & Key Accountabilities:
20%-Enters Associate schedule exceptions into the Workforce management system to aide in the proper management and evaluation of contact center call handling resources
15%-Also enters exception data into Kronos to document time off, missed punches, or other time clock exceptions for Contact Center associates.
15%-Runs reports from Kronos & Workforce Management system as needed to support the Contact Center.
20%-Maintains records and files to support Kronos & Workforce management entries.
15%-Provides real time feed back to Contact Center management with regard to individual associate scheduling information
15%-Administers all Schedule and Shift Changes within the Customer Contact CenterAdministers all Schedule and Shift Changes within the Customer Contact Center
Nature and Scope: Position Reports to Senior Manager Sales and Service Center
Number of Direct Reports: 0
Environmental Job Requirements:
Environment: 1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: 1. Typically requires overnight travel less than 10% of the time. Additional Environmental Job Requirements:Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Work
Experience Required: 4
Certifications & Licenses:
Physical Requirements: 1. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Preferred Qualifications: -Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment
- Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
- Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Work
Experience Required: 4
Certifications & Licenses:
Physical Requirements: 1. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Preferred Qualifications: -Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment
- Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
- Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
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