Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The WFM Specialist 1- Real Time Analyst (RTA) is responsible for real-time management of the center and/or program’s service level performance and other KPIs. This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. The RTA is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target proactively taking measures to right-staff the contact center

PRIMARY RESPONSIBILITIES

Real Time Management

• Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment. This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violation
• Facilitate daily Touch Point meetings with OPS, CS and other departments to convey strategies and leverage support towards successful performance objectives
• Monitor agent schedule adherence and log relevant schedule exceptions in the IEX tool.
• Administer skill changes as required and if applicable.
• Process ticket requests, update agent status real time etc. within established internal SLAs.
• Facilitate communications with Technology teams towards minimizing center downtime.
• Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime
• Make recommendations toward performance improvement in all of WFM Driven / managed KPIs
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• Other duties may be assigned by the Department Head and / Leadership

Reporting

• Distribute Intraday and daily service KPI performance reports inclusive of commentary to various stakeholders – Operational leadership, client services, IT and to clients when applicable
• Hourly reporting of running KPI metric attainment for the day for the following (but not limited to): Service Level standing, AHT, Absenteeism etc.
• Consistent send out of Postmortem or end of day analysis to capture key points in shift on which of the expectations were met, what did not and recommendations to ensure uplift for the move forward.
• Designs and/or improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.
• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

QUALIFICATIONS

• 1 to 2 years' RTA work experience in a contact center (BPO) environment preferred
• High School Diploma/GED
• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
• Broad knowledge of contact center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, Customer focus, Innovative
• Displays teamwork and leadership skills
• Good communication and interaction skills
• Strong problem-solving skills
• Adaptable to change and able to work under pressure
• Good time management skills and able to multi-task
• Flexible with schedule to accommodate working in a 24x7 environment and international time zone.

Internal Eligibility Requirements

• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB
• For promotions, no minimum tenure required

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!