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Call Center Workforce Analyst

Adecco Phoenix, AZ
  • Expired: over a month ago. Applications are no longer accepted.
Adecco Staffing is looking to hire a Workforce Analyst for Call Center EPIQ on 32nd st and University.  Pay $20+ DOE.  Please apply within.  Shift is either 7AM - 3:30P or 10:30AM - 7P.

The Workforce Analyst will work with department leadership to ensure that the administrative functions related to the addition and termination of Temporary Staff occur in an organized and efficient manner with minimal time and effort required on the part of the departmental leadership.
Job Responsibilities
• In concert with Workforce Manager and departmental leadership, facilitate appropriate discussions to determine upcoming staffing requirements based on active and upcoming caseloads.
• Facilitate intra-departmental conversations as appropriate to identify opportunities to shift resources from projects that are ending to other projects that are starting to reduce unnecessary churn and training efforts.
• Utilize Beeline staffing requisition tool to initiate Adecco recruiting and sourcing of temporary and contract labor positions as necessary to ensure appropriate staffing is available for current workload. Ensure approvals occur in a timely fashion. Notify team of issues or bottlenecks that could jeopardize onboarding deadlines.
• Initiate Access Request forms and Employee Modification Forms as temporary/contract labor is added or terminated to ensure appropriate system access for claims analysts.
• Maintain tools such as seating charts, inventory trackers, etc., to ensure workspaces are properly equipped and available to accommodate efficient onboarding of temporary/contract labor.
• Under the direction of the Workforce Manager and CRM Team, assist as necessary with administrative level CRM functions such as enabling and disabling users, setting up new cases, jobs, document types, etc.
• Update, organize, and present workforce management data used for staffing, planning, and team management purposes.
• Assist new hires with training and trouble shooting of minor technical difficulties resulting from user error.
• Other duties as assigned that contribute to the overall departmental goals and Key Performance Indicators.

Required qualifications
• Strong ability to work independently and to proactively investigate situations that require attention, whether or not specifically directed
• Strong math, logic, and presentation skills and ability to communicate and collaborate effectively with specific quantitative details such as dates, deadlines, and staffing target requirements
• Exceptional organizational skills and proven track record of consistently meeting deadlines and objectives of multiple projects simultaneously

Preferred qualifications
• Current or recent experience within ECA Claims Department, and ability to display strong understanding of overall processes, tools, and workflows of department
• Moderate technical level of experience with Microsoft Excel, Word, and PowerPoint


Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

Analytical Skills - The ability to use systems effectively to find and organize data. This job requires that details and data are organized and analyze for use in decision making. Data must be maintained accurately and repeatedly as needed.

Initiative - The ability to direct energy toward the completion of a goal with minimal external origination. The ability to take action based upon current understanding of the situation and goals.     
Additional Job Requirements:    Workforce duties will include forecasting staffing/volume planning, live queue management, individual queue and agent level reporting, internal team collaboration for Contact Center best practices.





Phoenix, AZ