Job Code : OPWMRTS2a
Job Title : Specialist, WFM Real Time
Workforce Management(WFM) Specialists are accountable for managing agent staffing to clientdelivered volumes. They are responsible for meeting client required servicelevels while also maintaining appropriate in-chair occupancy (IOCC %) and phoneoccupancy (POCC %) targets to meet TeleTech financial requirements.
tracking and trendingcall volume history; tracking associate absenteeism and other components of theoverall work flow; provide, coordinate, analyze and consolidate all scheduleadherence data in order to deliver processes and project work in a timely andaccurate manner following company and client requirements and standards.
TheyWFM Specialists are responsible for presenting production reports and dataanalysis. WFM Specialists work closely on dayto-day basis with operations TeamLeads.
WFM Specialists are expected to have a thorough working knowledge ofTeleTech’s policies and procedures related to WFM duties and client specificrequirements and expectations of service level.
1. Achieve 100% ofaccuracy and speed in delivery of requirements. WFM Specialists are givendaily, weekly, and monthly tasks, which must be met on time.
They provide realtime monitoring for schedule adherence; track call volume history. WFMSpecialists prepare production reports and data analysis for Team Leads.
Theyare accountable for schedule modifications based on various work flowcomponents, such as associates breaks, lunches, time off, vacations, outages,etc.
Time management, achievement motivation, results orientation, efficiency,accountability)
2. Learn key businessobjectives, timeframes, and requirements associated with each goal and task.Become a WFM process and system expert.
This includes high level of knowledgeof WFM practices and policies and having a thorough understanding of systemsthat support those functions, such as EWFM (Employee Work Force Management),Avaya, and other TeleTech’s and client specific tools and systems.
Adaptquickly to any changes in the process. Be able to troubleshoot and analyzestaffing issues, and work closely with WFM to uncover and report issues thatwill impact WFM systems and processes.
Understand the requirements for eachtask while strictly adhering to TeleTech’s policies and clientrequirements / expectations.
Attention to detail and process, follow-through,technical knowledge, ability to learn, analysis)
3. Understand andimprove the key success metrics associated with workforce management goals.These include : IOCC% and POCC% management Achieve client levelservice objectives Manage staff to volumes and adjust accordingly Schedule adherence Outage management
WFM Specialists shouldgather information, analyze data, observe the process and participate inefforts to constantly look for opportunities to improve current processaffecting schedule adherence and reporting and communicate their ideas to theirmanagers regularly.
Observation, innovation, creativity, collaboration,communication)
4. Deliver consistenthigh quality customer service. Respond to all customer (internal / external)requests within the established time frames.
Maintain a positive, respectfuland caring attitude when working with others. Communicate scheduling andstaffing problems clearly and reassure customers that issues will be resolvedquickly and deliver with minimum long term impact.
Proactively share all workforce issues with management. Take personal responsibility for solving andfinding solutions. (Customer focus, friendly, helpful, accountability,diplomacy, communication)
5. Escalate staffingissues as appropriate. Clearly identify work force issues including the scope ofthe problem and relative urgency.
Provide clear documentation of the issue tothe appropriate team. Answer questions and assist in isolating the root causeof problems.
Participate in testing solutions to ensure problems have beenresolved. (Analysis, problem solving, judgment, communication, systemtroubleshooting)
ü Strong understanding of Teletech’s business,core values, and goals
ü Strong interpersonal skills in dealing with adiverse population
ü High customer service orientation
ü High level of integrity, honesty, andjudgment
ü Math / statistics and computer proficiency
ü Ability to respect and ensure strictconfidentiality of customer data.
ü Demonstrated multi-tasking capability andproven success in fast paced environment
ü Strong attention to detail and desire to followprocedures
ü Strong verbal and written communication skills
ü Working knowledge of database applications suchas MS Office(Excel, Outlook, PowerPoint), or ability to learn technologyquickly
ü Knowledge of call center business
ü Call center experience
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