WFM Specialist 1

VXI Global Solutions•Morrow, OH

22h

About The Position

The WFM Specialist 1 manages real-time center and/or program service-level performance and other key performance indicators. The role ensures agents follow their scheduled on- and off-phone activities and that planned activities proceed as expected, while analyzing and deploying mitigation strategies when performance targets are off track. The position monitors queue and staffing status across contact types, applies defined staffing and operational strategies, and coordinates with Operations, Client Services, Technology, and other stakeholders to support performance objectives. The role also tracks and reports intraday and daily performance, documents events affecting results, maintains WFM procedures, and recommends improvements to WFM-managed performance indicators. Other duties may be assigned by the Department Head or their representatives.

Requirements

College graduate in any course, or completing a college degree in any course with at least one year of Contact Center industry experience for external applicants.
For internal VXI applicants: regular employee with no outstanding disciplinary records.
Attendance reliability of 97% or above.
Highly resourceful and proactive, with the ability to work with minimal supervision.
Strong interpersonal skills and ability to communicate with people at different levels; very good verbal and written communication skills.
Operational knowledge of computer software, particularly Microsoft Excel, Word, and PowerPoint.
Flexibility to work days and hours to meet current and future business and team demands.

Nice To Haves

Fresh college graduates without BPO or work experience may apply if they meet the department’s competency expectations.
Knowledge of Google Spreadsheets and related tools.
Operational knowledge of multiple WFM solutions and applications; IEX is preferred.

Responsibilities

Manage real-time service-level performance and other KPIs, including service-level objectives, AHT, occupancy, staffing, time off, outages, and real-time operations.
Monitor queue and staffing status across contact types and deploy appropriate strategies to mitigate performance issues, including agent re-skilling, overtime, support hours, and additional time off.
Facilitate daily touch-point meetings with Operations, Client Services, and other departments to communicate strategies and coordinate support.
Monitor agent schedule adherence and record relevant schedule exceptions in the IEX tool.
Administer skill changes when required and applicable.
Process ticket requests and update agent status in real time within established internal SLAs.
Coordinate with Technology teams to minimize center downtime.
Prepare, maintain, and update WFM SOP documentation as identified or requested during center downtime.
Recommend improvements to WFM-driven and WFM-managed KPIs.
Accurately document key events that affect performance as they occur.
Distribute intraday and daily service KPI reports, including commentary, to operational leadership, Client Services, IT, and clients when applicable.
Provide hourly updates on running KPI attainment, including service level, AHT, and absenteeism.
Send postmortem or end-of-day analyses summarizing shift results, unmet expectations, and recommendations for improvement.
Design or improve report templates to present production data and trends clearly for management decision-making.