**Workforce Management Intraday Traffic**
WFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regards to capacity as part of the Intraday Management task. Besides this WFM Traffic assures the Adherence & Attendance monitoring approach of the WFM RTA is in line with the strategy to achieve a full aligned WFM Intraday Management approach. The position is hierarchically located under a Supervisor WFM Shared Production Centre.
Ensuring that quantitative project KPI's, such as service level and intraweek
- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy). Secondly the accurate realization of agent schedules, in such a way that the Conduent
- and specific project-targets (KPI's) are met within the set policy.
- Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters
- Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI's are achieved at day and/or week levels. Or advise these corrective actions to Operational Management.
- Intraday reforecast of planning parameters
- Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
- Record relevant events and incidents
- Review schedule for schedule transfer and determine daily and weekly strategy for intraday management
**Requirements**:
- High school diploma, College degree with Math, business, or statistics focus preferred
- Call center experience and or Real time analyst background preferred.
- Advanced Mathematical and Analytical Skills
- English proficiency
- Advanced proficiency and knowledge of MS Office (Excel)
- Knowledge of the Lean Six Sigma methodology preferred
- Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision
- Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology