ESSENTIAL DUTIES AND RESPONSIBILITIES
Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend)
Manage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors
Analyze current and future call / work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop a staffing plan that includes optimum skill set mix, replacement and recruiting timing, training, and cross training details
Analyze delivery center absences and recommend actions to meet targets and vacation allowances when required
Analyze intraday statistics, delivery center performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and agent / staff requirements
May include management of resources performing these key responsibilities
Schedule any off-the-phone / call handling activities such as training initiatives, group huddles, mentoring sessions, team meetings and all time off (e.
g., PTO, approved leaves of absence, holidays)
Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable
Manage all WFM deliverables from assigned workflow until completion
Lead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates
Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).
Responsible for developing and ensuring integrity and consistency of set WFM processes / procedures applicable to the accounts being handled.
Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
Ability to extract, manipulate and present data from WFM application / manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality.
Manage internal and external audit with processes and controls in place.
Conduct monthly coaching and performance feedback to their direct reports
Responsible for driving continuous improvement initiatives within WFM to optimize operations and deliver business value