The Workforce Management (WFM) Specialist 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 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
Proactive analysis of performance of all operational channels which include telephone, chat, 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.
Effectively use our tools / processes to distribute the workload as efficiently as possible (within goal service levels).
This also includes maintaining an expert level of understanding of the tools / processes in order to continuously identify opportunities for automation / optimization 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.
Proactively communicate with leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks.
Work closely with the Call Center management team to coordinate risk mitigation strategies to ensure service level metrics are attained (schedule adjustments, workload balancing, etc.)
Clearly document drivers that impact the programs ability to meet defined goals as well as strategies implemented to improve or maintain performance.
Participate in client, program, or project meetings to provide SME feedback and input related to Real Time processes and impacts.
Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
Update WFM software and various other applications / tools with agent add, changes and deletions. Conduct agent new hire orientation and update locker and headset inventory (orientation includes distribution of FAQ’s, forms, headsets, and locks for lockers)
Assist in maintaining and implementing the disaster recovery plan when circumstances warrant
Near Term Forecasting
Create accurate near term tactical forecasts for multiple lines of business and various customer contact channels (Inbound Calls, Email, Social Media, Chat, etc.).
Work closely with Operations and WFM Scheduling team to ensure agent schedules are appropriate aligned to meet intraday service level goals.
Compare actual results to forecasted results, identifying opportunities for improvement.
Agent Invoice Hours / Budget Review Process
Responsible for gathering and validating monthly agent payroll hours used by finance for client invoicing.
Manage the monthly budget review process to ensure accurate tracking of expenses, actual and forecasted, to provide Operational Leaders line of site to projected budget over / under runs.
Projects and Miscellaneous
Work on activities and / or projects as requested by WFM Leadership
Ensure processes and procedures are current to comply with ISO standards
2 year college degree or equivalent required.
Minimum 2 years’ in Workforce Management with experience in real time service level management and agent scheduling.
Advanced user of MS Excel and working experience in other Windows based programs (Word, PowerPoint, etc.).
Ability to organize / analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.
2 years’ experience with WFM software (Verint / Blue Pumpkin, IEX, eWFM, etc.) preferred.
Working knowledge of MS Project preferred.
Customer Focus : must demonstrate competency in dealing with all levels of employees / management and building strong relationships with teams and all organizational customers.
Functional / Technical Skills : must possess strong quantitative, analytical and technical aptitude skills
Drive for Results : must possess the ability to work under pressure, meet deadlines and be accountable for performance.
Time Management : must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
Interpersonal Savvy : must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
Written Communication : must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
Problem Solving : must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
Decision Quality : must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
Learning on the Fly : must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-
directed manner to improve performance and position added-value.
Dealing with Ambiguity : ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Influential : must be able to engage and influence peers and WFM Team Members that impact the outcome of WFM projects.
Accurate : must demonstrate ongoing focus on accuracy, checking and rechecking for errors.
Must be available to work varied shifts.
This position requires a high level of professional integrity while maintaining confidentiality of sensitive data in relation to Percepta, client and employee information.