13 days old

WFM and Call Center Specialist - $24.50 - North Chicago, IL

Kelly Services
North Chicago, IL 60064
**Workforce Scheduling & Intraday Specialist** **- North Chicago, IL 60064**

**Kelly Services is now seeking an experienced professional in the North Chicago, IL area to join the team of one of our most successful pharmaceutical research and development clients as a Workforce Scheduling & Intraday Specialist. This is a great foot-in-the-door opportunity with a very successful company!**

***Please note this position is onsite in North Chicago, IL (zip code 60064), NOT Chicago. Commute from Chicago is around 1 hour.**


**Pay: $24.50/hr**

**Shift: 9:30 a.m. - 6 p.m. M-F**

**Hire Type: Temporary through the end of the year, possibility of extension/hire based on performance**


**This position is responsible for managing contact center agent schedule management within the Workforce Management (WFM) team. This specialist supports the contact center WFM Team, Contact Center Agents, and Leadership with the goal of creating a remarkable impact for our patients and healthcare providers. Position will be responsible for ensuring the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources. Applicant will maintain and update agent schedules and support real time contact center operations.**

**Primary Responsibilities Include**

**Support Contact Center Workforce Management (WFM) processes for intraday/intraweek scheduling activities to ensuring business goals, objectives, and service level agreements are satisfied**

**Monitor and analyze call and non-call activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators**

**Maintains and updates schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time**

**Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month**

**Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time**

**Review and approve agent time off and schedule change requests**

**Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement**

**Deliver daily WFM and Contact Center reports with lessons learned from prior day/week**

**Maintains and adjusts agent resource assignment ensuring they receive the right calls at the right time**

**Identify and communicate contact center improvement opportunities and support solution implementation as needed**

**Support contact center application trouble shooting and resolution**

**Support WFM Team in forecasting call volumes, headcount and planning**


**High school diploma or GED equivalent required**

**1+ years of call-center experience required**

**1+ years of WFM administrative and real-time scheduling support**

**Ability to establish resource schedules, support intraday real-time scheduling activities, identify and deliver real-time schedule staffing decisions, develop, analyze, and deliver WFM and contact center reports, and maintain and administer the WFM platform**

**Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management**

**Ability to influence without direct authority**

**Innovative problem solver with an attention to detail and a focus on accuracy**

**Experience with WFM and Contact Center platforms preferred (i.e. NICE IEX/WFM, Verint WFM, Avaya Telecom, Five9 Telecom, and SalesForce HealthCloud)**

**Experience working in the pharmaceutical, pharmacy, healthcare or insurance industries preferred**

**Experience leading others preferred**

**A limited number of applications will be considered for this position, so apply today for immediate consideration!**

**Please note - this position is being recruited for by a remote Kelly office, not your local branch office. You can apply directly to this posting (PLEASE INCLUDE AN UPDATED RESUME) or by emailing your resume to** **** **. Please include the title of the job and its location in your email.**

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping
you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ
each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a
leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable
a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety
of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females,
individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2019-11-01 Expires: 2019-12-02

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WFM and Call Center Specialist - $24.50 - North Chicago, IL

Kelly Services
North Chicago, IL 60064

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