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Labor Hour Specialist - Call Center (2020 Census)

Company: MAXIMUS
Location: El Paso
Posted on: December 4, 2019

Job Description:

Job Description The Labor Hours Specialist will be responsible for performing tasks related to the verification of hours worked as they relate to call center forecast. Job Description Summary Essential Job Duties:Work with a remote team & site leadership to aggregate forecast data and speak to variances between projected and actual hours by utilizing daily reports from available sources (ACD (Automated Call Distribution), Time Keeping Systems (TKS), Scheduling software).Compare data from a variety of systems to ensure timely and accurate timecards are submitted each pay period. Creates excel spreadsheets with complex formulas for data comparison from multiple systems to include Workforce Management and TKS. Ensure site staff uses correct charge codes and work with management to correct errors. Monitor TKS to ensure accurate employee punches during shift. Answer questions from Management staff about timecardsEscalate questions and issues to Timecard Administrator, as appropriateRefer supervisors and managers to CQA employer Human Capital, Help Desk, Finance, TKS support for system issues or other escalationsMust be comfortable obtaining deadline driven artifacts from a multitude of resources to include department management and staff with varying schedulesWorks on assignments that are moderately difficult requiring judgment and ability to analyze complex information to resolve issuesCommunicates to employees on complex or sensitive issues and/or draft responses for leadership teamFamiliarity with MS SharePoint file actions, structure, and file governance to be able to maintain site SharePoint pages to support TKS. Anticipate issues proactively and escalate to management as appropriateResponsible for adhering to all established safety standards Education and Experience Requirements:Some college required Associates degree from an accredited college or university preferredPrevious experience in workforce management preferred1 year of call center experience preferredStrong data entry and telephone skillsModerate to Advanced Proficiency in MS Excel to include familiarity with search formulas such as v and h-lookup. Excellent organizational, written and verbal communication skillsAbility to communicate appropriately to all executive level managementAbility to create complex labor hour reports to identify variances using ExcelAbility to perform comfortably in a fast-paced, deadline-oriented work environmentAbility to work as a team member, as well as, independentlyAbility to maintain confidentiality and security of all informationAbility to comply with current and updated policies and procedures Ability to successfully execute many complex tasks simultaneouslyAbility to work in a high-pressure environmentIn accordance with contractual requirements:Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.Sponsorship:MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.Residency requirement:Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.#CB#El Paso, TX #NeuvooAbout MAXIMUS:Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People -, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. Launch your career with MAXIMUS through one of our dynamic customer service centers. Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Keywords: MAXIMUS, El Paso , Labor Hour Specialist - Call Center (2020 Census), Other , El Paso, Texas

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