Call Center Workforce Analyst Team Lead Part time Weekend Days

  • Location
    Oak Brook , Illinois
  • Category
    Business Operations and Management - Operations
  • Job type
    Contract/Temporary



Adecco is currently assisting a local client in their search to fill an exciting PART-TIME CALL CENTER TEAM LEAD role in Oakbrook Terrace, IL!! Hours: Friday Day: 8:00 am to 8:00 pm and Saturday Day: 8:00 am to 8:00 pm

**Must be eligible to work for any employer in the U.S. without sponsorship / no corp to corp or 3rd party contracting arrangement / Adecco W2 only.

Job Title: CALL CENTER TEAM LEAD - Part time (24 hours) Days/ weekend shift
Location:– Oakbrook Terrace, IL - No relocation assistance, travel expenses, or any other expenses can be offered
Estimated Start Date: ASAP
1 Year Contract Assignment - Part Time Hours
Hours: Friday Day: 8:00 am to 8:00 pm
Saturday Day: 8:00 am to 8:00 pm
Pay Rate: Up to $31.00 per hour (depending on experience with Workforce Management tool)


Job DescriptionDescription:



This is a part time position, and work hours are NOT traditional office hours. Shifts are rotating and include weekends, and overnights (e.g., 8am – 8pm and 8pm to 8am) .

There is no remote work for this position, the position must be in the office everyday it is scheduled. Additionally, the position requires absolutely no scheduling restrictions.
Complete, 100% open availability including weekends, holidays is required.
Also entails monitoring of union employees.

• Drive service levels to the optimal level through analysis of trends and performance
• Handle volume management and analysis including increase/decrease in offline activities and VTO/OT
• Requirements to maximize efficiency
• Process intra-week time off requests and trades in accordance with defined WFM processes
• Monitor real time Adherence and alert call center personnel to ensure customer service levels are met
• Deliver reports via MS Office/Word/Excel/Access and NICE IEX WFM as required ensuring complete communication of performance and expectation changes
• Communicate changes in intraday business needs
• Other duties as assigned
• Manage intraday staffing levels
• Monitor real-time ACD agent work state reports
• Perform other duties and assignments as directed

Qualifications
Experience with Microsoft Word, Access and Excel to create spreadsheets and data files
Technical competence
Must have a minimum of two years’ experience with one or more Workforce Management platforms (IEX, Blue Pumpkin, Aspect eWFM,) NICE IEX WFM preferred
Strong problem solving/troubleshooting skills with ability to analyze data and summarize through demonstrated analytical skills
Ability to meet deadlines in a fast paced environment
Ability to multi-task through shift and prioritize responsibilities to meet deadlines
Verbal/written communication skills to support various levels of management
Strong mathematical, analytical, communication and organization skills
Self-motivated and must excel in a minimally managed position high profile position
Knowledge of call center fundamentals
**Successful completion of a full background check, drug screen, employment verification, educational verification and reference checks required upon offer.




How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.

If you have any questions surrounding the application process, please feel free to reach out to: Melody Meyer at melody.meyer@adeccona.com

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), and Insurance Benefit Plans.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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Reference number US_EN_2_022862_397466