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Description

Hybrid role- Must work in the St. Petersburg office (Tower 2) three days weekly, Wednesday being the required in-office day (other two days per agreement with team lead). Schedule will be 8am–5pm, one-hour unpaid lunch, Monday–Friday.

Opportunity for extension or conversion based on attendance, performance and availability of an FTE opening Laptop provided Job Summary With moderate supervision, provides administrative and analytical support to the Operations Workforce Optimization (WFO) Team, with a focus on reporting and planning for back-office processing and email inventory management.

Responsible for reviewing and reporting on processing/email service levels, aged items, and workload needs, and for assigning or scheduling staff to ensure timely completion of work.

Works closely with the WFO Team and department leadership to mitigate adverse impacts to processing and email service levels, including making real-time tactical adjustments to daily plans and associate assignments.

Also serves as backup support for real-time phone management and other WFO tasks as needed.

Continuously identifies and recommends process improvements to optimize efficiency and enhance service delivery.

Essential Duties and Responsibilities

Daily every morning, pull and compile reports to provide a wholistic picture of processing and email inventory and service level performance – for example, volume by age, oldest items, turn-around times, and workload needs. As part of this daily analysis and reporting, include a plan and steps taken to address gaps (e.g., added more processing time to associates’ schedules).

Continually monitor processing and email volumes and aged items throughout the day.

Communicate with associates and leadership on real-time updates to mitigate negative impacts to turn-around times – for example, moving specific associates off the phones to process forms that are about breach service level.

Track and provide feedback about observed trends and reoccurring challenges in ensuring that processing and email is being serviced in a timely fashion. Suggest potential solutions.

Coordinate with the larger WFO Team and department leadership to balance wholistic impacts to overall service levels – i.e., make sure that the workforce is appropriate balanced across voice, chat, processing, and email challenges; ensure alignment on prioritization when needed (e.g., when processing is to be prioritized over phones).

As needed, to provide support or cover WFO Team absences, step in to provide more wholistic real-time support across all WFO channels (voice, chat, processing, and email), independently adjusting workflows and resource allocations in response to volume fluctuations.

Monitor schedule adherence and deliver real-time updates and trends to support departmental decision-making, coordinating directly with leadership and frontline associates.

Process schedule change requests from department leadership, ensuring timely and accurate updates within workforce scheduling systems.

Perform additional duties, special projects, and responsibilities as assigned.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of St. Petersburg, FL.

Pay and Benefits

The pay range for this position is $27.00 - $27.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in St. Petersburg,FL.

Application Deadline

This position is anticipated to close on Jan 16, 2026.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.