Work force management SME
Work force management SME
Posted on :
06-11-2024
Employer Active
1 Vacancy
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Job Description
Role Overview.
This position is an external and internal facing role responsible for the forecasting and reporting of
staffing
impacts that lead to missed SLA. This position forecasts and reports on call volume demand and
directs the
scheduling of sufficient staff and training for appropriate skillsbased routing based on historical and
anticipated volume across all clients including longterm medium term and shortterm forecasting
and
scheduling adjustments. Directs the design of automated metric score cards develops policies that
impact
work force positively and works with Performance Management to ensure the communication and
enforcement of these policies. Analyzes real Sme and historical contact center performance and
identify
opportunities to improve performance. Identifies and manages the communication of real time
volume
drivers and system outages that impact performance. Forecasts training and recruiter needs to
Performance
Management (training) and Recruiter (New Personnel).
Skills.
Requires analytical skills solid mathematics and problem solving backgrounds proficiency in
Microsoft Excel Word Access Windows operating systems and BI tools.
Experience implementing new software / applications useful.
Solutionsoriented detailoriented individual who understands how to effectively manage multiple
teams in different geographic locations.
Leader and a motivator you won t do all the work yourself but you should possess the ability to
bring sometimes competing interests together that best serve our purpose the clients we serve
and ultimately their customers.
Demonstrated strong verbal written and presentations skills.
Demonstrated analytical skills.
Proactive working style.
Able to work with minimal supervision
Proven ability to meet deadlines with accuracy
Proven ability to mulStask
Demonstrated ability to quickly learn new systems and processes.
Strong documentation skills.
Detail oriented; accuracy is critical.
Develop communication plan with stakeholders
Maintain setup governance structure
Communicate objectives and operational guiding principles
Monitors overall WFM performance metrics
Determine resource needs and participation in staff recruitment process
Manage Resources and Support Staff
Provide ongoing day to day leadership
Address issues and trends participate in risk mitigation plan
Experience.
5 to 10 years of WFM experience in all WFM aspects of Forecasting Capacity Planning Scheduling
Realtime and Performance reporting.
Well versed with WFM tools. Experience in Tableau Power BI or any BI tools would be an added
advantage
Working Environment.
Should be open to work in night shifts 100% Should be open for Work from office.
Requirements
Real Time Analyst (SME) Central WFM
Position Purpose
The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent
schedule adherence in realtime using realtime adherence software and ACD realtime displays. They
work closely with Operations calling out nonadherent events via email so that nonadherent agents can
be directed back toward the phone. Workforce Management Real Time Analyst also monitor agent calling
behaviors in realtime calling out events such as talktime or aftercallwork time which exceeds defined
thresholds. They watch realtime campaign statistics across various measures such as service level or
staffing interval requirements to ensure we are meeting contractual standards as defined by clients. They
provide realtime feedback to Work Force Management and Operations management on the status of the
campaign. Workforce Management Real Time Analyst s may also be required to change agent skill
associations on the switch and or provide historical reporting depending on campaign requirements.
Responsibilities
1. Monitor agent schedule adherence using realtime adherence software and call out nonadherent
events to Operations through Desk Alerts or over the walkietalkie.
2. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of
coverage and distribution of uptotheminute statistical data about the day.
3. Work closely with Operations Management to assist them in enforcing schedule adherence and
call time threshold guidelines for the campaign.
4. Inform Operations management so decisions can be made regarding OT VTO and offphone
activities with uptotheminute daily statistics.
5. Provide historical reporting compilation as required by the campaign.
6. Manage and enter real time exceptions in WFM software.
7. Prepare and send intraday as well as daily weekly and monthly performance reports and Provide
support in identifying tracking and reporting system issues/downtime.
8. Track the everyday attendance and provide recommendations for understaffing and overstaffing.
9. Review and analyze call arrival patterns and provide recommendations to improve customer
practice.
Qualifications
1. Minimum twoyear experience in a call center environment and familiarity with Workforce
functions required.
2. Oneyear prior experience working with workforce management technologies preferred.
3. One year using one of the following systems: Impact 360 or any other WFM tool.
4. Experience with call center reporting and metrics preferred.
5. Proficiency in Microsoft Office Applications including Word and Excel Google Sheets Google
Studio and other relevant software required.
6. Graduate/ B Degree.
7. Strong Analytical Skills required to critically assess situations and make decisions in real time.
8. Excellent problem solving and decisionmaking skills.
9. Ability to operate effectively in a team environment.
10. Excellent oral and written communication skills and interpersonal skills.
Mortgage
Education
Any
Employment Type
Full Time
Key Skills
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