Clerical Admin Payroll/Scheduler

BASIC REQUIREMENTS:

  • Minimum High School graduate with additional educational or professional training preferred.
  • Must have strong computer skills with at least (2) years experience using Microsoft products.
  • Previous scheduling experience in a contact center environment.
  • Previous experience dealing with sensitive and/or confidential information.
  • Ability to work independently, prioritize work and meet deadlines
  • Excellent verbal and written communication skills.
  • Must be able to quickly adapt to changing business needs.
  • Customer Services and/or contact center experience.
  • Able to analyze data and make recommendations for improvement.
  • Previous experience with I3 software (Interactive Intelligence).
  • Experience working in a union environment.

Under general supervision, is responsible for working closely with the workforce management team leader to ensure service level goals are met by using all available resources and/or tools, while keeping a keen eye on associated costs. The workforce management analyst is responsible for executing schedules and payroll and attendance validation with minimal to no errors. This position also assists with other projects/tasks on an as needed basis.

PRIMARY RESPONSIBILITIES:

  • Forecast and complete schedules on a weekly basis.
  • Approve/deny schedule and/or vacation requests based on business needs and making necessary updates to employee schedules.
  • Monitor call volume and service level performance, enact service level action plan when necessary.
  • Track attendance, recommend corrective action and prepare necessary documentation as needed.
  • Update scheduling system to ensure employees’ shifts are accurate.
  • Monitor PT hours to ensure maximum allotment, propose schedule adjustments as necessary.
  • Validate payroll/ time sheet accuracy.
  • General administrative duties to assist leadership team.
  • Work closely with peer(s) to ensure consistency of practices when applicable.

  • Apply with Adecco

Reference number US_EN_99_028509_12021341