Workforce Planning Specialist

Fargo, North Dakota
Human Resources (Management Occupations)
Job Type
Working Hours
8:00 AM - 5:00 PM
US$ 17.99 - US$ 18.00 per hour
Ref. Number
Janine Eberhart, Spherion
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Job Description

Spherion Staffing is looking for a temporary Workforce Planning Specialist. The Workforce Planning Specialist will be responsible for the real time monitoring and day-to-day staffing levels supporting a call center. This position will perform daily attendance line support and reporting.

Responsibilities also include entering and reporting schedule and exception activity and providing management with performance reports relating to forecasting, scheduling, service level and representative performance.

Assignment Length: 5-6 months
Pay $18/hour

- Monitor staffing levels and schedules, making changes as needed
- Maintain daily logs and monitor phone agent adherence to schedule
- Schedule off-phone events through supervisory discussions and volume analysis
- Create capacity planning reports
- Update team member profiles in the scheduling system
- Monitor real-time service indicators for the call center
- Troubleshoot telephony problems from agents
- Assist new hires with telephony setup and system access
- Manage out of office and time away exceptions

See above

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

-Minimum of 1 year or more with direct customer service experience
-Must have knowledge of Call Center operations and staffing requirements
-Experience with Call Center staffing tools is required
-Experience with telephony tools such as Genesys, NICE, CC-Pulse etc a plus
-General PC troubleshooting with an emphasis around network connectivity and telephony set ups required

High School

1-4 years

See above

To be considered, please apply online at
If you have any questions please contact Janine Eberhart at 701-412-2894

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. 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.

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