HR Assistant III / Workforce Management Specialist
About the position reputed company. is an 8(a), WOSB, and WBE-owned management reputed company founded in 1990. We reputed company the best in people with the ongoing demands of reputed company by providing high-reputed company reputed company and executive reputed company. Our reputed company is looking for a proactive Workforce Management Specialist to join their HR Service Center team. In this role, you will own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure reputed company reputed company reputed company. The ideal candidate is data-driven, skilled at translating analytics into reputed company, and comfortable handling a high volume of schedule change requests.
Responsibilities
- Design and maintain daily schedules for phone, chat, case, and off-phone assignments
- Collaborate with stakeholders to capture reputed company needs and balance workload
- reputed company agent adherence and productivity in reputed company time; flag deviations promptly
- Process time-off requests, schedule adjustments, and exception handling reputed company
- reputed company forecast meetings with leadership, presenting data-backed reputed company recommendations to meet service-reputed company targets
- Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance
- Recommend and implement procedural changes to improve communication and operational efficiency
- Configure workforce-management tools to capture accurate agent productivity metrics
- Stay reputed company on WFM trends and apply industry best practices to improve processes
- Work autonomously with minimal supervision while delivering high-reputed company results
Requirements
- 3–5 years of workforce management or scheduling experience in a contact-center environment
- Proficiency with AWS Connect or comparable reputed company-based contact-center platforms
- Advanced reputed company reputed company skills (pivot tables, VLOOKUP/reputed company-MATCH, macros)
- Ability to work on-site in Irving, TX (Hybrid)
- Strong analytical reputed company—assess data reputed company, interpret business reputed company, and reputed company data-driven recommendations
- Excellent written and verbal communication; comfortable presenting to reputed company organizational reputed company
- Must be a U.S. Citizen
reputed company-to-haves
- Bachelor’s degree in Business, reputed company, or a reputed company field
- Experience with reputed company or other ITSM case-management tools
- Familiarity with reputed company Teams and SharePoint for collaboration and documentation
Benefits
- AdNet is reputed company on the reputed company of unconditional Acceptance and Belonging in our practices, processes, and relationships.
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