WFM Real Time Associate (FGP) - Boynton Beach, Florida

WFM Real Time Associate (FGP) - Boynton Beach, Florida

Administrative/Office Support

Boynton Beach Full-Time/Regular

Position Summary: We have an exciting opportunity to join our team as a WFM Real Time Associate. The Workforce Management Real-Time Associate will be responsible for assisting the Real-Time and Workforce Analysts with real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

Job Responsibilities:

• Produces same day resourcing plans and takes proactive improvement steps to ensure efficient service delivery.
• Monitors all queues in real-time identifying gaps in staffing and taking remedial action where appropriate.
• Assess schedules for areas of opportunity and work with Workforce Analysts to realize these opportunities.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
• Assist Real-Time and Workforce Analysts with scheduling of offline activities as needed
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Minimum Qualifications: High school diploma Minimum of 2-3 years of experience in a customer service role, preferably 1 year in a contact center environment. Basic knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint and Microsoft Outlook. Strong organizational and planning skills with a focus on attention to detail. Effective communication both verbally and written for optimal interaction with staff members across all levels of the business.

Preferred Qualifications: WFM experience in a multi-channel call center environment Knowledge in Automatic Call Distribution (ACD) technology Experience in trend analysis

Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.