Workforce Planner/Analyst

  • Location
    Tempe, Arizona
  • Job type
  • Salary
    $ 23 - $ 28 / Hour
  • Category
    Business Operations and Management - Administration

Adecco is currently recruiting a Workforce Planner for a financial client in Tempe AZ.

MUST HAVE 1-3 YEARS WORKFORCE PLANNING EXPERIENCE TO APPLY, MUST pass background/fingerprint check and pass drug screen.

Position Responsibilities:
Analyzes contact center trends, including call volumes, call patterns, staff productivity, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business goals and objectives.

Identifies peaks and troughs at set periodic intervals and adjust resourcing requirements as appropriate. Understands individual skill sets and training levels to ensure that skills-based rostering of resources is maximized to meet business requirements. Independently assess scheduling and skilling risks, and make quick and impactful decisions to improve performance.

Liaises with all relevant business segments to understand potential events that may impact customer contact cycles and maintain flexibility in addressing competing business needs.

Proactively seeks out improvement opportunities by investigating anomalies or failing service levels in customer contact demands

Provides daily reports to internal business stakeholders detailing activity and performance against agreed KPI's.

Provides consolidated weekly and monthly reports, providing trend analysis, service level breaches, and continuous improvement opportunities

Travel Required:
It is expected that this position may include travel up to 10% of the time. This is subject to change based on many factors, including business needs.

Computer Skills:
Essential computer skills include regular use of a computer, including the ability to type, utilize a mouse, and read information from a computer screen or monitor.

Proficiency with MS Office, and experience with Invision WFM, CSM Supervisor, and Sharepoint preferred.

Hourly Pay Rate $23.00 - 28.00 depending on experience
Monday - Friday 8-5 PM (Eastern) may adjust in AZ)
3-6 month contract assignment

  • Apply with Adecco

Reference number US_EN_1_023066_11775029