Workforce Administrator

The Workforce Administrator will analyze and report on intraday, daily, and weekly staffing levels, staffing constraints such as absenteeism, attrition, contact volume trends, and other critical inputs to operational success. The Workforce Administrator will perform service level risk assessments and provide mitigation strategies to program management. The Workforce Administrator will be responsible for short- and long-term staffing functions such as creating new hire and shift selection schedules. The Workforce Administrator will also be responsible for designing exception protocols to insure productivity and compliance. The Workforce Administrator will also be expected to support ad-hoc projects as required.

REQUIREMENTS

Client and Management Interface

• Monitor all issues that impact service levels with your assigned client(s) and take actions to resolve or reduce the impact. Notify support teams as required.
• Perform operational and oversight responsibilities as required to ensure all Service Level Agreements (SLA's) are met.
• Support the production, communication, & implementation of service level action plans.
• Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels.
• Evaluate facts surrounding schedule adherence, scheduling, and workforce management functions including operational situations which can impact productivity such as tool or system outages.
• Provide recommendations for mitigation or correction to management for consideration.

Data Analysis/Synthesis

• Ensure timely and accurate recording and reporting of metrics. Analyze data to outline any reasons for under/over performance and recommend actions to improve performance.
• Develop root cause analyses in response to identified, emergent trends in Track Force data anomalies.
• Must be able to effectively prioritize and manage multiple concurrent projects and complete high quality work.
• Collate, assemble, and disseminate performance/metric reporting. On-going generation, creation, and maintenance of accurate data/reporting.
• Evaluate and implement opportunities for improving workflow processes and automation of processes.
• Run "what-if" scenarios for intraday staffing.

Communications

• Attend, virtual or actual, client meetings for performance review.
• Assist clients and management with technical issues (phones/NFC tags).
• Communication with managers/supervisors for issue resolution (can be virtual, telephonic, or face-to-face). Work with operational and support teams to effectively plan non-productive time (NPT).
• Develop relationships with leadership and workflow/capacity partners, to include sharing methodologies for process improvement.
• Work closely with leadership to identify "hot spots" and take appropriate actions to mitigate any impact.
• Lead meetings with WFC and other departments (i. e., Human Resources, Operations, Training, and Quality)
• Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner.

QUALIFICATIONS

• A Bachelor's Degree in Computer Science, Information Systems, HR Management, Business Administration, or similar is a plus; not required
• 3-5 years of experience as an HRIS Analyst in a related industry
• Exceptional ability to gather and interpret data, as well as improve HRIS processes,
• Ability to collaborate, provide technical support, and train staff,
• Extensive experience in analyzing HRIS and HR performance metrics,
• Advanced proficiency in database management and security,
• Experience in documenting processes, as well as performing diagnostic tests. and audits,
• Ability to keep up with technical innovation and trends in HRIS Analysis,
• Exceptional interpersonal and communication skills,
• Must be willing to participate in the Company's pre-employment screening process and continuously meet any applicable state, county, and municipal requirements for Security Officer.
• Advanced skills using Microsoft Excel in a business environment.
• Ability to prioritize and meet tight deadlines.
• Analytical with meticulous attention to detail.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.
• Proven ability to build relationships quickly.

PREFERRED QUALIFICATIONS

• 1 years of experience in a contact center environment preferred.
• Lean training is an advantage. Kronos experience or Six Sigma Yellow/Green Belt certification is a plus.