WFM Specialist
PHILIPPINES IT development
Job description
The Role: Workforce Management Real Time Analyst
This position aimed to improve Service Delivery by managing and ensuring that the service level agreements for various programs are met by the contact center. As a WFM Real Time Analyst, you will provide operational support for our 24/7 muttichannel projects. As such, we schedule to meet our business needs.
What will you do?
ESSENTIAL FUNCTIONS:
· Develop, run and maintain regular reports requested by management to keep records of phone activity for various periods of time. These reports will include information that impacts the phone service levels ( call volume, attendance, CSR availability, etc.).
· Work closely with the operations team to analyze and help improve their delivery processes.
· Own task of maintaining, scheduling and testing incoming projects ( skillsets, phone lines, scripting, patching). Providing updates to each business leader on the process and outcomes.
· Monitor phone activity and take action as needed. Monitor live data showing calls holding, long wait times, etc. Notify management of concerns so that action can be taken.
· Assist with projects and other duties as requested or assigned
Desired profile
Qualifications :
EDUCATION & EXPERIENCE REQUIRED
· Education: Bachelor’s Degree
· Experience: Minimum of 3 years experience in WFM functions, specifically real-time management, in a multi-department/site contact center environment.
· Skills:
· Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
· Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
· VBA macros an asset
· Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
· Ability to create reports in Excel and forecast results
· Attention to detail and high level of accuracy
· Ability to multi-task, focus and complete reports for extended periods of time
· Able to work in a multicultural environment with regional responsibilities.
· Excellent verbal and written communication skills.
· Willing to work in Cavite on a rotating schedule.