Job Description
Job DescriptionDescription:
**Hybrid | 3 days/wk | Charlotte, NC
Join our top leading financial services client as a Workforce Management Analyst, where your expertise in Excel and passion for data and analytics will drive impactful workforce strategies. If you're a seasoned professional eager to optimize performance and make a difference, we want to hear from you!
Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $30 - $40 / hr. w2
Responsibilities:
- Work closely with external partners to oversee and manage all aspects of workforce management, including capacity planning, scheduling, and real-time monitoring.
- Develop and continuously refine staffing plans with partners, aligning anticipated demand with staffing levels to maintain operational efficiency.
- Create and manage real-time, historical, and custom reports; analyze trends to improve the support team's efficiency and effectiveness.
- Collaborate with vendor management, learning and development, quality assurance, analytics, finance, and other internal departments to ensure support strategies align with company objectives.
- Utilize both quantitative and qualitative metrics to establish benchmarking standards for staffing levels that ensure optimal performance.
- Monitor and address workflow disruptions, such as system issues, and escalate concerns while providing reallocation recommendations to leadership.
- Take responsibility for reconciling and analyzing monthly invoices from vendor sites, ensuring accuracy and precision.
Experience Requirements:
- 3 years of experience in workforce management or a similar role within a contact center environment.
- Exceptional analytical abilities, capable of creating, analyzing, and interpreting complex data sets.
- Proficiency in using workforce management software and tools.
- Strong communication and interpersonal skills, with the ability to effectively engage with a variety of internal and external stakeholders.
- Highly detail-oriented with excellent organizational skills, capable of managing multiple projects at once.
- Demonstrated problem-solving skills and the ability to think critically in a fast-paced environment.
Education Requirements:
- Bachelor’s degree in Business Administration, Human Resources, or a related field
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.
About Eliassen Group:
Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.
Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!