WFM Specialist - Percepta

Position Summary

The Workforce Management (WFM) Specialist’s primary responsibility is to preserve the center’s ability to meet contractual service level metrics of each program. The WFM Specialist provides frontline, 24x7 support for all Percepta programs, with an emphasis on balancing service level goals with agent schedule efficiencies through short-term forecast, real-time scheduling analysis, reporting and gathering monthly invoice hours and review the program budget process

Duties and Responsibilities

Real Time Service Level Management

· Proactive analysis of performance of all operational channels which include telephone, chat, email, social media, and back-office activities to ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent missed service levels before they occur.

· Effectively use our tools/processes to distribute the workload as efficiently as possible (within goal service levels). This also includes maintaining an expert level of understanding of the tools/processes in order to continuously identify opportunities for automation/optimization

o Proactively monitor various applications to ensure efficient distribution of calls or work. Includes dynamic changes to agent’s skills/work-types and control of skill-based routing across multiple call center locations.

o Proactively communicate with leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks.

o Work closely with the Call Center management team to coordinate risk mitigation strategies to ensure service level metrics are attained (schedule adjustments, workload balancing, etc.)

· Clearly document drivers that impact the programs ability to meet defined goals as well as strategies implemented to improve or maintain performance.

· Participate in client, program, or project meetings to provide SME feedback and input related to Real Time processes and impacts..

Scheduling

· Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.

· Update WFM software and various other applications/tools with agent add, changes and deletions.

· Conduct agent new hire orientation and orientation includes distribution of FAQ’s and forms

· Assist in maintaining and implementing the disaster recovery plan when circumstances warrant

Projects and Miscellaneous

· Work on activities and/or projects as requested by WFM Leadership

· Ensure processes and procedures are current to comply with best practices

Education

· AA or BA/BS degree in Mathematics, Computer Science, Business or similar field or equivalent work related experience required

Experience

· Minimum 2 years’ experience in Workforce Management; with experience in real time service level management and agent scheduling.

· Advanced user of MS Excel and working experience in other Windows based programs (Word, PowerPoint, etc.).

· Ability to organize/analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.

· 2 years’ experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) preferred.

Skills

· Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.

· Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills

· Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.

· Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.

· Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

· Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

· Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

· Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.

· Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.

· Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

· Influential: must be able to engage and influence peers and WFM Team Members that impact the outcome of WFM projects.

· Accurate: must demonstrate ongoing focus on accuracy, checking and rechecking for errors.

Other

· Must be available to work varied shifts, including occasional last minute adjustments to cover team absences

• This position requires a high level of professional integrity while maintaining confidentiality of sensitive data in relation to Percepta, client and employee information.