Human Resources Assistant
Job Title: Human Resources Assistant 3Duration: 12 Months Contract (Possibility of extension)Location: Irving, Texas 75063 (Hybrid)Payrate : $35-40 per hour on w2 basis without benefits/holidays/vacationsSecurity Clearance : Not requiredWork schedule: 9x80 BJob Description:Human Resource Service Center (HRSC) is looking for a proactive Workforce Management Specialist to join our HR Service Center team. In this role you will own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels. The ideal candidate is data-driven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests.Responsibilities:Key Responsibilities:Scheduling & AllocationDesign and maintain daily schedules for phone, chat, case, and off-phone assignments.Collaborate with stakeholders to capture staffing needs and balance workload.Real-Time MonitoringTrack agent adherence and productivity in real time; flag deviations promptly.Schedule MaintenanceProcess time-off requests, schedule adjustments, and exception handling efficiently.Forecasting & StaffingLead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service-factor targets.Reporting & AnalyticsBuild and refresh dashboards and reports on scheduling trends, KPIs, and service performance.Process ImprovementRecommend and implement procedural changes to boost communication and operational efficiency.Configure workforce-management tools to capture accurate agent productivity metrics.Best-Practice LeadershipStay current on WFM trends and apply industry best practices to evolve our processes.Independent ExecutionWork autonomously with minimal supervision while delivering high-quality results.Basic Qualifications for Human Resources Assistant 3:3–5 years of workforce management or scheduling experience in a contact-center environment.The candidate must be an US citizenProficiency 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.Preferred Qualifications for Human Resources Assistant 3: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.Thank you!