DatamanUSA is looking for a Human Resources Assistant 3 for our direct client based in TX. This is a great opportunity for someone who is a quick learner with excellent people skills.
Job Details:
Job Title: Human Resources Assistant 3
Location: Irving, TX
Duration: 12+ months
Roles & Responsibilities:
• Design and maintain schedules for phone, chat, case, and off-phone assignments.
• Collaborate with stakeholders to balance staffing needs and workload demands.
• Monitor agent adherence and productivity in real time.
• Process time-off requests, schedule adjustments, and exception handling.
• Lead forecast meetings and provide staffing recommendations based on data analysis.
• Build and maintain dashboards, reports, and KPI tracking metrics.
• Recommend and implement process improvements for operational efficiency.
• Configure workforce management tools to track productivity metrics accurately.
• Stay current with workforce management best practices and industry trends.
• Work independently with minimal supervision while delivering high-quality results.
Basic Qualifications (Mandatory):
• 3-5 years of workforce management or scheduling experience in a contact-center environment.
• Experience with AWS Connect or similar cloud-based contact-center platforms.
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/INDEX-MATCH, Macros).
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work on-site in Irving, TX.
Preferred Qualifications:
• Bachelor’s degree in Business, Human Resources, or related field.
• Experience with ServiceNow or other ITSM case-management tools.
• Familiarity with Microsoft Teams and SharePoint.
• Experience presenting data and recommendations to leadership teams.
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