Agent

Roles and responsibilities

The WFM Agent is responsible for supporting the efficient operation of the BPO by managing scheduling, real-time monitoring, and performance analysis. This role ensures that staffing levels meet business needs while maintaining service quality and productivity.

Key Responsibilities:

• Create and maintain daily and weekly schedules for agents based on forecasted call volumes and service level agreements (SLAs).
• Adjust schedules in real-time to accommodate fluctuations in call volume and staffing availability.
• Monitor call queues and agent performance throughout the day to ensure optimal service levels.
• Identify and address issues proactively, including coverage gaps and performance challenges.
• Analyze performance metrics and provide insights to the management team regarding trends, potential issues, and areas for improvement.
• Assist in preparing regular reports on staffing efficiency, productivity, and service levels.
• Serve as a liaison between management and agents, effectively communicating scheduling changes, performance updates, and operational needs.
• Collaborate with other departments to align workforce management strategies with overall business objectives.
• Assist in onboarding and training new WFM team members as needed.
• Provide guidance and support to agents regarding scheduling processes and policies.
• Additionally, the ideal candidate must demonstrate the capacity to work well under pressure and adapt to changing situations. Flexibility and resilience are key traits that will help navigate the fast-paced nature of the BPO environment. A proactive approach to challenges and a commitment to continuous improvement will further enhance the candidate's effectiveness in this role. Overall, we seek an individual who embodies both the technical skills and the interpersonal qualities necessary to thrive in a dynamic workforce management setting.

Desired candidate profile

We seek a candidate with a Bachelor’s degree in Business, Management, or a related field, though relevant experience may substitute for formal education. Ideal applicants should have prior experience in workforce management or a similar role within a BPO or contact center environment, which will enhance their understanding of the industry's dynamics.

Strong analytical and problem-solving abilities are essential, enabling the candidate to assess complex situations and develop effective solutions. Proficiency in Microsoft Excel and other data management tools is required, as these skills are crucial for analyzing workforce data and generating reports that drive decision-making.

Excellent communication skills, both written and verbal, are necessary for collaborating with team members, presenting findings, and interacting with clients. The ability to convey information clearly and persuasively is vital for fostering teamwork and ensuring alignment across departments.