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Workforce Management Service Center Scheduling Analyst I

Company: Kelly Services
Location: Minneapolis
Posted on: August 20, 2019

Job Description:

Kelly Services is currently seeking a full time Workforce Management Analyst for one of our top clients in Minneapolis, MN! As an Workforce Management Analyst placed with Kelly Services you will be responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with complete and accurate information. As well as supports forecasting and scheduling analysts by gathering and organizing various types of data from multiple systems, tools, and teams.

Schedule: M-F 9a-6p

Pay: $21/hr.

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


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

--- 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

If you are interested in this position please respond with interest and answer the above questions. You can email me at KENC251@kellyservices.comWhy Kelly--?At Kelly

Services--, we work with the best. Our clients include 95 of the Fortune

100--- companies, and more than 70,000 hiring managers rely on Kelly annually to access

the best talent to drive their business forward. If you only make one career connection today, connect

with Kelly.About

Kelly Services--As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people

around the world and have a role in connecting thousands more with work through our global network of

talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.

Keywords: Kelly Services, Blaine , Workforce Management Service Center Scheduling Analyst I, Executive , Minneapolis, Minnesota

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