WFM Specialist 1

Job Opportunity

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.

Overview

This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

Primary Responsibilities

• Perform real-time monitoring and schedule adherence tracking during the program's hours of operations.
• Verify communication of all information relevant to staffing
• Update employee and team data maintained in the workforce management software
• Assist Operations with any schedule or staffing information requirement.
• Monitor hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violation
• Monitor, track, and report agent schedule adherence and employee occurrences
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• 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.

Knowledge, Skills, and Abilities

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.

Minimum Requirements and Competency Expectation

• 1 to 2 years work experience in a contact center (BPO) environment as a real time analyst
• High School Diploma/GED

Internal Eligibility Criteria:

• 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
• 1 year of previous leadership within a call center environment preferred

Pay Rate: 39520

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