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    Workforce Analyst - Call Center Operations

    US Tech Solutions
    Lincolnshire, IL 60069
    Full-time, Part-time
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    Job Description

    Job Description US Tech Solutions is seeking a "Workforce Analyst - Call Center Operations" for a 3+ Months contract with a client in Lincolnshire, IL (Virtual /Remote work) Job Poster: Christina Mayengbam Job Responsibilities: Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed. Execution of adding training, meetings, appointments to schedules and updating skills, etc. Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily. Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity. Process PTO, early leave requests in Microsoft CRM platform Level/smooth appointments for agents Support for any adhoc reporting within the CRM platform Oversight of skill routing on team with skill audits and skill optimization Monitor and recommend actions to enable teams to meet Service Level Goals You Bring Knowledge and Expertise Required Experience: Scheduling Experience Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing. Strong working knowledge of Operations and operations measures. Strong math aptitude Strong understanding of computer skills such as Outlook, Lync, CRM platforms. Intermediate Excel skills Able to travel up to 10% if needed Preferred Experience: 1 to 2 years experience in call center workforce analyst or management role Strong workforce management and statistical background Experience working in an inbound or outbound call center Call center operations management experience Staffing forecasting experience Education: Bachelor's degree or equivalent years of industry experience. About US Tech Solutions: Your talent, our opportunities - This is the premise behind US Tech Solutions. You have the skill we have the opportunity. As a team, we work passionately for you to get the right career opportunity across industry verticals and functions. For past sixteen years, leading Global Companies and Fortune 500 come to us to get the right talent. Whether you want to work as full-time, contractor or part-time, technical or non-technical our talent consultants will connect with the right career opportunity globally. Connect with our talent team today. USTECH was founded in 2000 by Manoj Agarwal. Today, we are a global firm offering talent solutions to 150 customers including 20% of Fortune 500 across Financial Services, Healthcare, Life Sciences, Aerospace, Energy, Retail, Telecom, Technology, Manufacturing, and Engineering. We are headquartered in New Jersey with 40 global locations across the USA, Canada, Europe, and India. Deloitte has recognized USTECH as one of the fastest growing private businesses for the past five consecutive years and INC 500 for the past three. We have also been rated "The Top Business in the US" by Diversity Business since 2011. To learn more about how US Tech Solutions visit our website: www.ustechsolutions.com. "US Tech is an Equal Opportunity Employer" and "US Citizens & all other parties authorized to work in the US are encouraged to apply." Apply: Interested candidates are requested to send their resume to Christina at christina@ustechsolutionsinc.com
    Posting ID: 564378387Posted: 2020-07-28