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Administrative Assistant III

KellyMitchell North Chicago Contractor
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KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Job Title: Administrative Assistant III

Job Description & Responsibilities

Responsible for administration of the Contact Center Workforce Management (WFM) real time process and platform. The Real Time WFM Analyst supports contact center WFM Team, Call Center Agents, and leaders with the goal of creating a remarkable impact for our patients and healthcare providers. We reduce cost, support operational growth and ensure the appropriate and productive utilization of contact center resources. Position will be responsible for contact center productivity reporting and analytics. Applicant will maintain and update agents schedules and support real time operations. 

  • 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 
  • 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 
  • Engage management team and influence planning and schedule change needs 

Skills, Experiences, Knowledge

  • 1+ years of call-center experience required 
  • 1+ years of WFM administrative and real-time scheduling support 
  • High school diploma or GED equivalent required 
  • Requires skills in all the following: a) Establishing resource schedules; b) Supporting intraday real-time scheduling activities; c) Identifying and delivering real-time schedule staffing decisions; d) Developing, analyzing, and delivering WFM and contact center reports; e) Maintaining and administering 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) 

Nice-to-have skills/experiences

  • Experience working in the pharmaceutical, pharmacy, healthcare or insurance industries preferred 
  • Experience leading others preferred

Skills required

Organize Appointments
Telephone Consultations
Setting Up Files
Field Administration
Operation Departments
Time Management


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Administrative Assistant III
Estimated Salary: $64K
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Job ID: 91619


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KellyMitchell matches the best IT and business talent with exclusive opportunities on an international scale. In addition to competitive compensation and one-on-one support from our team members, KellyMitchell consultants have the chance to work with exciting organizations in every industry. Our clients range from premier Fortune 500 corporations to rapidly growing high-tech companies. They are industry leaders, they rank among the best places to work, and they are looking for talented IT and business professionals like you. We have new requests from our clients every day. If you’re looking for better career opportunities in IT and professional services, consider joining our team of 1500+ consultants across North America.

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