Associate WFM Specialist

Role Description

The Associate WFM Specialist supports the Workforce Management team in ensuring that the contact center consistently meets its service level targets. This role focuses on real‑time monitoring, workload distribution, communication of risks, and execution of actions that help maintain smooth 24/7 operations across all programs.

• Real-Time Performance Monitoring
  • Monitor daily operational performance across multiple channels including:
    • Calls
    • Chat
    • Email
    • Social media
    • Back-office tasks
  • Identify early signs of performance issues
  • Recommend opportunities to improve service levels
• Work Distribution Management
  • Ensure work is assigned efficiently based on demand
  • Adjust agent skills, assignments, queues, or routing in real time
  • Balance workload across teams, sites, and programs
• Communication of Risks
  • Notify leaders promptly when service levels are at risk
  • Collaborate with leadership to correct issues, e.g., adjust schedules, reassign tasks
  • Provide proactive, clear, and concise updates
• Take Action to Meet Goals
  • Recommend and execute solutions such as:
    • Schedule adjustments
    • Workload rebalancing
  • Support efforts to maintain or improve service levels
• Documentation and Reporting
  • Record operational issues and the actions taken to resolve them
  • Provide updates during meetings as needed

Qualifications

• Education
  • High School diploma or equivalent required
• Experience
  • Minimum 1 year BPO experience required (supported an agent position OR other frontline position/s supporting day-to-day operations/administrative roles)
  • Working knowledge of MS Excel and other Windows-based programs required
• Skills
  • Core Skills
    • Analytical thinking – Can understand numbers and trends
    • Problem-solving – Can identify issues and suggest solutions
    • Attention to detail – Checks work carefully for errors
  • Work Style
    • Can multitask and stay organized
    • Works well under pressure and meets deadlines
    • Can work independently and prioritize tasks
  • Communication
    • Excellent verbal and written communication skills
    • Clear written communication
    • Strong teamwork and collaboration
    • Can confidently share updates and risks
  • Adaptability
    • Comfortable in a fast-paced, changing environment
    • Willing to learn new tools and processes quickly

Benefits

• Competitive Salary
• HMO and Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Company Description

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.