The WFM Specialist will be responsible for analyzing intraday call volume data and coordinating, directing and making all necessary adjustments as required.
This specialist will ensure all demand and non-demand work is optimized to reach the highest profitability possible.
These duties include ensuring service level targets are achieved and will make decisions in real time to adjust activity and maximize performance productivity. General Expectations: To understand and follow the mission and focus of client company and SSG.
To understand and follow all company policies and procedures.
To be at work as scheduled for regular work hours, meetings, and to keep management informed of changes.
Lead by example.
To make efficient use of time and to stay engaged in work activities except when on scheduled breaks.
Essential Job Duties: Working the Workforce Planning Manager to assist him/her in configuring staff employee schedules based on forecasted call volume and workload needs to ensure accurate staffing levels Ensure service level attainment, proactively provide recommendations to WFM Manager regarding resource utilization and adjust resources as needed Make recommendations, set priorities and make explicit resource considerations when planning and scheduling training Monitor team breaks lunches and attendance, making edits to schedules as needed, call out specific out of adherence issues to the Program Managers as needed Assist agents to ensure correct shift swaps updated as needed Gain approval from WFM Manager if additional staff need to be called in to assist with unanticipated volume and if approval is provided the Intraday specialist will follow through to call staff in to work Coordinate with Program Managers to ensure scheduled training is followed and or adjustments are made if necessary Daily, weekly, monthly adhoc reporting as necessary Will work to learn the Calabrio system as backup may be required to the WFM Planning Manager Follow best/consistent practices and policies for Workforce Management All other duties as assigned, special projects Minimum Skills Requirements: Contact center experience preferred Contact Center leadership experience preferred Experience as WFM is a plus Customer service skills – excellent written and verbal communication Experience with WFM software and ACD technology, Chat, & Web navigation for internal needs and end user problem resolution, above average technical skills Experience with document processing, spreadsheet, and presentation software tools, such as Excel, Word, PowerPoint, etc.
Ability to master ACD technology to assist in troubleshooting if required Show confidence and experience in problem solving, being a quick learner, and assisting guiding others Must be able to provide clear and concise recommendations in a rapidly changing environment Integral understanding of workforce management product and configuration (multi-site a plus) Present new employee overview of workforce management expectations Ability to effectively navigate a Knowledge-base & FAQ (Frequently Asked Questions) library, to develop and manage project plans