WFM Specialist 1

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Job Title:

WFM Specialist 1

Reports to:

Workforce Supervisor

Reporting Staff:

None

Summary:

Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives

The WFM Specialist 1 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:

• Service Level Objectives
• AHT
• Occupancy
• Staffing Management
• Time Off Management
• Outage Management

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.
• 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
• Accurately document key events that impact performance as they happen

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.

Others

• Designs and/or improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.

Minimum Requirements and Competency Expectation

• College graduate of any course; or subsequently completing a college degree in any course with a minimum of 1 year experience in the Contact Center Industry for external applicants
• For Internal VXI Applicants – a regular employee without any outstanding disciplinary records
• Excellent attendance record – 97% reliability and above
• Fresh College graduates of any course without BPO/work experience are welcome to apply provided the department’s competency expectations are met.
• Highly resourceful, proactive and can work with minimum supervision
• Strong intrapersonal skills and is able to communicate with different levels. Must be very good in verbal and written comms.
• Operational knowledge in computer software such as Microsoft Office, particularly Excel, Word and Powerpoint. Knowledge in Google Spreadsheets and other related tools is a plus.
• Operational knowledge in multiple WFM Solutions and applications – IEX is preferential.
• Must be flexible to working days and hours and ensures to meet the current and future demands of the business and team that is being supported.

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