WFM Specialist 1

VXI Global Solutions

2d • $39,520

About The Position

This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

Requirements

• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
• Broad knowledge of contact center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, Customer focus, Innovative
• Displays teamwork and leadership skills
• Good communication and interaction skills
• Strong problem-solving skills
• Adaptable to change and able to work under pressure
• Good time management skills and able to multi-task
• Flexible with schedule to accommodate working in a 24x7 environment and international time zone.
• 1 to 2 years work experience in a contact center (BPO) environment as a real time analyst
• High School Diploma/GED
• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB
• For promotions, no minimum tenure required

Nice To Haves

• 1 year of previous leadership within a call center environment preferred

Responsibilities

• Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.
• Verify communication of all information relevant to staffing
• Update employee and team data maintained in the workforce management software
• Assist Operations with any schedule or staffing information requirement.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violation
• Monitor, track, and report agent schedule adherence and employee occurrences
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees