Real-time, Scheduling & WFM Specialist
The Workforce Management (WFM) Specialist's primary responsibility is to preserve the center’s ability to
meet contractual service level metrics of each program. This position provides frontline, 24X7 support for
all Percepta programs, with an emphasis on balancing service level goals with an agent schedule
efficiencies through short term forecasts, RTA, reporting and gathering monthly invoice hours and
reviewing the program budget process.
Duties and Responsibilities
Real-Time Service Level Management
email, social media, and back office activities to ensure key performance indicators are being
maintained and identifying opportunities for improvement and prevent missed service levels
before they occur.
service levels). This also includes maintaining an expert level of understanding of the
tools / processes in order to continuously identify opportunities for automation / optimization
o Proactively monitor various applications to ensure efficient distribution of calls or work.
Includes dynamic changes to agent’s skills / work-types and control of skill based routing
across multiple call center locations.
o Proactively communicate with leadership, partners and other groups in order to ensure all
stakeholders are aware of any SLA attainment risks.
o Work closely with the Call Center management team to coordinate risk mitigation
strategies to ensure service level metrics are attained (schedule adjustments, workload
strategies implemented to improve or maintain performance.
Real-Time processes and impacts.
analysis of intraday performance to ensure service levels goals and other business needs are
o Conduct agent new hire orientation and update locker and headset inventory (orientation
includes distribution of FAQ’s, forms, headsets, and locks for lockers)
Near Term Forecasting
contact channels (Inbound Calls, Email, Social Media, Chat, etc.).
appropriate aligned to meet intraday service level goals.
Agent Invoice Hours / Budget Review Process
forecasted, to provide Operational Leaders line of site to projected budget over / under runs.
Projects and Miscellaneous
management and agent scheduling.
tools to access the data on a periodic basis.
management and building strong relationships with teams and all organizational customers.
accountable for performance.
organizational customers and team members.
thoughts and concepts, and provide information to all organization customers.
business impact, identify solutions and provide recommendations for corrective action.
demonstrate good judgment skills.
knowledge and improving skills in a self-directed manner to improve performance and position
the outcome of WFM projects.
sensitive data in relation to Percepta, client and employee information.