Junior Workforce Management Analyst

Duluth, Minnesota
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Working Hours
8:00 AM - 5:00 PM
US$ 30,000 - US$ 31,200 per year
Ref. Number
Marshall, Jennifer, Spherion
Apply Now

Job Description

Candidate will serve as a Junior Workforce Management Analyst in a Contact Center environment responsible for all Real time Analyst tasks within the Fulfillment department.
Key responsibilities includes Perform Reporting, ensure adherence to planned activities, Meeting SLA and Reporting.

Perform real time management on production floor
Manage all offline activities
Guard SLAs
Manage idle time
Report outage
Take input from Planning team on weekly Capacity Plan and Mitigation Plan to achieve SLA
Analyze variation and act on real time basis
Highlight performance gaps on planned activities and goals
Able to provide insights to Operations/WFM Team as required
Responsible for building effective working relationships with internal and external customer
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
Communicates and works with staff members, management, human resources
Performs any other related duties as required or assigned
Seek overtime or additional staff to login as required
Demonstrated strong analytical skills, with emphasis on real time forecasting

Working hours: 8:00 AM - 5:00 PM

Demonstrated strong analytical skills, with emphasis on forecasting
Ability and willingness to learn new software applications
Skills in complex problem solving, judgment, critical thinking and decision making
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to organize information and have attention to detail and accurately follow procedures
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
Ability to work occasionally evenings and weekends to meet deadlines


1-4 years

The minimum experience requirements are:
1-3 Years experience in Workforce Management, preferably in contact centers with at least 200 employees
Specialization on advance Excel reporting & VBA scripts for automation of reports
Bachelors degree preferred with 6 months to 3 plus years relevant work experience
Currently working Experience with Workforce Management software (scheduling, performance tracking, reporting)
Experience with Avaya CMS Supervisor preferred

This would be a direct hire position hired directly to the company with full benefits. Please apply on line or call Jennifer at 507-432-2430.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

Apply Now