Job Description

SPECIFIC DUTIES AND RESPONSIBILITIES

• Partner with the Operations Team to manage agent adherence, schedule conformance, and absenteeism
• Work with the Operations Team and the client (Bell) to identify, analyze, and provide recommendations to mitigate issues affecting our ability to meet requirements
• Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
• Ensure that schedule corrections and activity validation is done in a timely fashion
• Coordinate production of ad-hoc requests from our Bell partners
• Works with the Operations Team and Bell Partners to resolve technical, outages and agent availability concerns
• Monitors, audits and produces daily and weekly internal reports for absenteeism and staffing and provide feedback to other NQX and Bell WFM partners
• Monitors and audits attendance of Ops Team Leaders
• Generate ideas for process and service improvement planning
• Assist with projects and other duties as requested or assigned

COMPETENCIES

Core Competencies (Must-have Competencies)

• Analytical Thinking: Ability to assess data and performance trends to make informed, real-time decisions that positively impact service delivery.
• Communication: Strong verbal and written communication skills to coordinate effectively with both internal teams and external partners.
• Attention to Detail: Highly detail-oriented to ensure accuracy in monitoring, reporting, and adherence management.
• Time Management: Excellent multi-tasking, prioritization, and organizational skills to manage competing demands efficiently.
• Proactive Problem-Solving: Able to anticipate challenges and take initiative to implement solutions without constant direction.
• Microsoft Office Proficiency: Skilled in using Microsoft Office applications (Word, Excel, PowerPoint, Outlook) to efficiently manage data, create reports, and communicate effectively.

Complementary Competencies (Good-to-have Competencies)

• Technical Proficiency: Familiarity with WFM tools and platforms such as NICE IEX, Genesys, and Avaya CMS.
• Adaptability: Comfortable working in a fast-paced, dynamic environment with minimal supervision.
• Team Collaboration: Willingness to work collaboratively with different teams and stakeholders to achieve common goals.

QUALIFICATIONS

Educational Qualification/s

• Associate’s degree in a related field preferred.

Professional Qualification/s

• At least 1 year of relevant experience in Workforce Management or a similar role is an advantage.

Work Conditions

• Ability to work in a 24/7 shifting schedule, including night shifts and holidays, as required.
• Expected to follow company’s onsite reporting policy.

Performance Qualifications

• Demonstrated ability to work autonomously in high-pressure, time-sensitive situations.
• Proven track record of delivering timely and accurate reports and insights.