Job Description

We have an outstanding Contract position for a Human Resources Assistant to join a leading Company located in the Irving, TX surrounding area.

**USCitizenship is required.**

Job Responsibilities:  

• Scheduling & Allocation
  • Design and maintain daily schedules for phone, chat, case, and off‑phone assignments.
  • Collaborate with stakeholders to capture staffing needs and balance workload.
• Real‑Time Monitoring
  • Track agent adherence and productivity in real time; flag deviations promptly.
• Schedule Maintenance
  • Process time‑off requests, schedule adjustments, and exception handling efficiently.
• Forecasting & Staffing
  • Lead forecast meetings with leadership, presenting data‑backed staffing recommendations to meet service‑factor targets.
• Reporting & Analytics
  • Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance.
• Process Improvement
  • Recommend and implement procedural changes to boost communication and operational efficiency.
  • Configure workforce‑management tools to capture accurate agent productivity metrics.
• Best‑Practice Leadership
  • Stay current on WFM trends and apply industry best practices to evolve our processes.
• Independent Execution
  • Work autonomously with minimal supervision while delivering high‑quality results.

Basic Hiring Criteria: 

• 3–5 years of workforce management or scheduling experience in a contact‑center environment.
• Proficiency with AWS Connect or comparable cloud‑based contact‑center platforms.
• Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX‑MATCH, macros).
• Ability to work on‑site in Irving, TX.
• Strong analytical mindset—assess data quality, interpret business impact, and make data‑driven recommendations.
• Excellent written and verbal communication; comfortable presenting to all organizational levels.

Desired Qualifications: 

• Bachelor's degree in Business, Human Resources, or a related field.
• Experience with ServiceNow or other ITSM case‑management tools.
• Familiarity with Microsoft Teams and SharePoint for collaboration and documentation.

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