Sr. Representative, WFM Real Time Management

Job Title:

Job Description

***Selected game changers will have to Work from Office as per (B & M Model)***

Process Information :

The person will be responsible for managing the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels.

Eligibility :

• Overall minimum experience of 2 years required
• Experience as an RTA/ WFM position
• Strong Communicator and decision maker
• Strong Excel skills
• Basic understanding of the financial impact with regards to system downtime; overtime; home early; utilization; percent answered, etc.
• Knowledge of IEX and Call Center Workforce applications- preferred.
• Fluency in English (B2 and above) is required.
• Willing to work on site from our office in Athens, Greece between 8am - 6pm

Key Responsibilities :

• Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide real time feedback to WFM team and VMs
• Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores. Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and departments.
• Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate.
• Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day.
• Produce ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and production hour delivery, SLA performance, Unplanned/Planned Shrinkage hours, etc.
• Standardize data collection mechanism and automate reports where possible to remove inefficiencies.
• Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met.
• Standardized data collection mechanism and automate reports where possible to remove inefficiencies.
• Design/Modify/Implement processes to increase RTA effectiveness

Location:

Language Requirements:

Time Type: