Human Resources Assistant 3
First Tek Inc
A major Aerospace company is looking for a proactive Workforce Management Specialist to join our HR Service Center team.
In this role you will own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels.
The ideal candidate is data-driven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests.
Key Responsibilities
- Scheduling & Allocation
- Design and maintain daily schedules for phone, chat, case, and off-phone assignments.
- Collaborate with stakeholders to capture staffing needs and balance workload.
- Real-Time Monitoring
- Track agent adherence and productivity in real time; flag deviations promptly.
- Schedule Maintenance
- Process time-off requests, schedule adjustments, and exception handling efficiently.
- Forecasting & Staffing
- Lead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service-factor targets.
- Reporting & Analytics
- Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance.
- Process Improvement
- Recommend and implement procedural changes to boost communication and operational efficiency.
- Configure workforce-management tools to capture accurate agent productivity metrics.
- Best-Practice Leadership
- Stay current on WFM trends and apply industry best practices to evolve our processes.
- Independent Execution
- Work autonomously with minimal supervision while delivering high-quality results.
- 3-5 years of workforce management or scheduling experience in a contact-center environment.
- Proficiency with AWS Connect or comparable cloud-based contact-center platforms.
- Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX-MATCH, macros).
- Ability to work on-site in Irving, TX.
- Strong analytical mindset-assess data quality, interpret business impact, and make data-driven recommendations.
- Excellent written and verbal communication; comfortable presenting to all organizational levels.
- Bachelor's degree in Business, Human Resources, or a related field.
- Experience with ServiceNow or other ITSM case-management tools.
- Familiarity with Microsoft Teams and SharePoint for collaboration and documentation.
This position is intended to be contracted to hire.
Vacancy posted 2 days ago
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