WFM Real Time Associate (FGP) - Boynton Beach, Florida

NYU Langone Health • Boynton Beach, FL

3d • Onsite

About The Position

The Workforce Management Real-Time Associate will be responsible for assisting the Real-Time and Workforce Analysts with real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

Requirements

• High school diploma
• Minimum of 2-3 years of experience in a customer service role, preferably 1 year in a contact center environment.
• Basic knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint and Microsoft Outlook.
• Strong organizational and planning skills with a focus on attention to detail.
• Effective communication both verbally and written for optimal interaction with staff members across all levels of the business.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• WFM experience in a multi-channel call center environment
• Knowledge in Automatic Call Distribution (ACD) technology
• Experience in trend analysis

Responsibilities

• Produces same day resourcing plans and takes proactive improvement steps to ensure efficient service delivery.
• Monitors all queues in real-time identifying gaps in staffing and taking remedial action where appropriate.
• Assess schedules for areas of opportunity and work with Workforce Analysts to realize these opportunities.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
• Assist Real-Time and Workforce Analysts with scheduling of offline activities as needed
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Benefits

• financial security benefits
• a generous time-off program
• employee resources groups for peer support
• holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED