Job Description

OVER ALL
PURPOSE OF THE JOB:

The Workforce
Services Associate is responsible for driving delivery of metrics and optimal
performance through continuous interaction with stakeholders with the intent of
achieving contractual objectives and corporate goals.

RESPONSIBILITIES:

• Responsible for Real
  Time Adherence and Queue Management for Business Operations. Specifically, the
  primary responsibility of the individual is to monitor and manage site
  activities to support client/account service level agreements.
• Responsible for
  ensuring scheduled team logins/ logout on time, manage, control and report non
  adherence to schedules.
• Adheres to
  prescribed formats in updating attendance, schedule swaps
• Manages required
  real time reporting requirement deliverables via service menus and ad-hoc
  requirements.
• Acts as Point of
  Contact in processing and identifying schedule exceptions (e.g. trainings,
  coaching) including minimum length, approval, data entry responsibilities, and
  tracking.

SKILLS AND QUALIFICATIONS:

• Experience and
  working knowledge in using Real Time Management systems (e.g. Avaya, CUIC,
  Genesys, In Contact)
• Knowledge in using
  Microsoft Excel.
• Exhibits good number
  crunching skills.
• Displays goodcommunication skills to relay impact on KPI
  as a result of attendance and adherence issues.
• Ability to execute
  prescribed escalation processes (notifications and alert levels) by
  coordinating with internal and external clients and other departments
  duringsystem outages and service levelchallenges.
• Provides impact and
  RCA on performance by having firm grasp of over and under report and measure
  actual performance against planned and be able to articulate reasons for SL
  miss.
• Develops and
  executes real time strategies to enhance program efficiencies, adherence and
  productivity.
• Monitor real time
  agent adherence and escalate to proper channels
• Monitor agent
  attendance and report any aberrations to Operations.
• Adheres to DANER
  approach in monitoring real time activities.
• Work closely with
  Operations management to assist them in enforcing schedule adherence and call
  time threshold guidelines for the program.