Associate, WFM Real Time Management Onsite
About The Position
The Associate - Real-Time Management is a key member of the Workforce Management team in a BPO environment, responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs. The role focuses on maximizing operational efficiency, ensuring optimal agent productivity, and delivering on client SLAs in a dynamic, multi-channel contact center setting. This individual plays a crucial role in identifying system issues, coordinating with IT and operations teams, and escalating problems to ensure minimal disruption to service delivery.
Requirements
- Minimum of 1-2 years of call center experience a requirement
- Workforce management experience required.
- Strong computer and analytical and MS Excel skills is a requirement.
- Experience with CMS and NICE IEX software is a requirement.
- Comfortable working in a fast paced environment
- Strong communication skills
- Ability to make decisions in time sensitive ambiguous situations
- Ability to simplify complex operations into repeatable processes.
- This position supports work performed under a U.S. government contract that requires employees in this role be U.S. citizens or U.S. lawful permanent residents. Employment will be contingent upon meeting this requirement.
Responsibilities
- Real-Time Queue Monitoring : Monitor Line Adherence, intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.
- Incident Management : Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations.
- Traffic Routing & Adjustments : Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts.
- Downtime Coordination : Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients.
- Performance Reporting : Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals.
- WFM Collaboration : Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations.
- Stakeholder Communication : Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery.
- Platform & Tool Utilization : Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately.
- Process Improvements : Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance.
Benefits
- Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, registered retirement savings plan, paid time off and holidays and paid learning days.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
