Human Resources Assistant

We have an outstanding Contract position for aHuman Resources Assistant to join a leading Company located in theIrving, TXsurrounding area. •US Citizenship 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. Military connected talent encouraged to apply. VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.

com/candidate-privacy/orhttps:

//pdsdefense.com/candidate-privacy/ The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: + The California Fair Chance Act + Los Angeles City Fair Chance Ordinance + Los Angeles County Fair Chance Ordinance for Employers + San Francisco Fair Chance Ordinance