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21 days old

Workforce Management Analyst â?? Bloomington, MN

Kelly Services
Minneapolis, MN 55405
**Workforce Management Analyst Bloomington, MN**



**Overview:**




+ You would support the service center operations with a blend of technical and business expertise. Responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with complete and accurate information.

+ Youd support forecasting and scheduling analysts by gathering and organizing various types of data from multiple systems, tools, and teams.

+ Monday Friday 9am-6pm

+ $18/hr



**Education/Experience:**




+ High School Diploma or GED required

+ Computer Savvy Ability to pick-up on new computer systems

+ Basic Microsoft Office Excel and Word

+ Customer Service Skills required



**Skills and Competencies:**



**Required:**




+ At least 1-2 years of professional corporate office experience

+ Working knowledge of Word, PowerPoint & Outlook

+ Ability to prove intermediate skill level or greater using Microsoft Excel

+ Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience

+ Ability to build and maintain relationships

+ Ability to manage multiple tasks/projects and work across geographies

+ Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction

+ Ability to be a self-starter with excellent follow-up skills



**Preferred:**




+ At least 1-2 years of call center experience

+ Associates Degree preferred, Bachelors Degree a plus

+ 1-2 years of call center workforce experience

+ Experience using Workforce Management software in a service center environment (IEX, Aspect, Blue Pumpkin, etc. in addition to call management software)

+ Experience working with Visio and SharePoint.

+ Scheduling and/or forecasting experience in a call center environment



**Major Job Duties and Responsibilities:**




+ Maintain system databases with accurate agent and client information

+ Perform timely system updates in response to transactional requests

+ Monitor daily agent activity and call volume trends for multiple queues and sites

+ Manage and optimize service center staff schedules based on forecasted requirements

+ Serve as a primary point of contact for daily scheduling issues

+ Recommend scheduling changes when needed to meet service center objectives based on real-time observations

+ Perform intra-day analysis and formulate/execute courses of action to resolve staffing/scheduling issues

+ Complete ad-hoc reporting and analysis projects when needed to support the team and service center managers.

+ Proactively work with team members and managers to recommend efficiencies

+ Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity

+ Create and maintain process documentation

+ Some (minimal) travel may be required

+ Miscellaneous duties assigned as needed

+ Interacting with both internal and external customers

+ Handling Service Quote Approvals

+ Transactional work updating systems

+ Supporting 100 sites, 300 providers

+ Heavy Data Entry

+ Making calls for updates and getting approvals

+ Heavy computer work



**As a Kelly employee, youll have access to world-class perks, including:**




+ Kelly-sponsored Affordable Care Act health care coverage available to eligible employees

+ Group insurance options*

+ Service bonus plan

+ Holiday pay plan

+ Weekly electronic pay options

+ Online training campus that provides more than 3,000 free courses to help improve and develop skills

+ Exclusive online employee community

+ Employee assistance program available at no cost

+ Corporate discounts

+ Transportation Spending Accounts




+ *Offered and administered by Leslie & Associates. These plans are not sponsored by Kelly Services.





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 or by emailing Christina.wood@kellyservices.com



**Why** **Kelly?**



At Kelly Services, we work with the best. Our clients include 95 of the Fortune 100 companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.



**About** **Kelly** **Services**



As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.



Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.










**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: 2019-10-21 Expires: 2019-11-21

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Workforce Management Analyst â?? Bloomington, MN

Kelly Services
Minneapolis, MN 55405

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