Workforce Management Service Center Scheduling Analyst I

  • location: Minneapolis, MN
  • type: Contract
  • salary: $17 - $18 per hour
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job description

Workforce Management Service Center Scheduling Analyst I

job summary:
The Workforce Management Analyst supports the service center operations with a blend of technical and business expertise. Responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with complete and accurate information. Responsible for working closely with team members and management to adjust schedules in response to real-time factors affecting service center needs. Supports forecasting and scheduling analysts by gathering and organizing various types of data from multiple systems, tools, and teams.

location: Minneapolis, Minnesota
job type: Contract
salary: $17 - 18 per hour
work hours: 9 to 6
education: Bachelor's degree
experience: 1 Years
Key Responsibilities

- Maintain system databases with accurate agent and client information

- Perform timely system updates in response to transactional requests

- Monitor daily agent activity and call volume trends for multiple queues and sites

- Manage and optimize service center staff schedules based on forecasted requirements

- Serve as a primary point of contact for daily scheduling issues

- Recommend scheduling changes when needed to meet service center objectives based on real-time observations

- Perform intra-day analysis and formulate/execute courses of action to resolve staffing/scheduling issues

- Complete ad-hoc reporting and analysis projects when needed to support the WFM team and service center managers.

- Proactively work with team members and managers to recommend efficiencies

- Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity

- Create and maintain process documentation

- Some (minimal) travel may be required

- Miscellaneous duties assigned as needed

- Must be comfortable sitting at a desk all day. The majority of the work duties involved schedules and schedule adjustments.



- At least 1-2 years of professional corporate office experience (or a Bachelor's degree in lieu of that corporate office experience).

- Must be comfortable sitting at a desk all day. The majority of the work duties involved schedules and schedule adjustments.

- Working knowledge of Word, PowerPoint & Outlook

- Ability to prove intermediate skill level or greater using Microsoft Excel

- Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience

- Ability to build and maintain relationships

- Ability to manage multiple tasks/projects and work across geographies

- Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction

- Ability to be a self-starter with excellent follow-up skills


- 1-2 years of call center experience

- Associate's Degree preferred, Bachelor's Degree a plus

- 1-2 years of call center workforce experience

- Experience using Workforce Management software in a service center environment (IEX, Aspect, Blue Pumpkin, etc. in addition to call management software)

- Experience working with Visio and SharePoint.

- Scheduling and/or forecasting experience in a call center environment

skills: Benefit Administration
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.

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