Senior Specialist, WFM Real Time (01V6M)

Cainta, Calabarzon, Philippines PH

Workforce Management Senior Specialist

Workforce Management (WFM) Sr. Specialists are accountable for scheduling, real time adherence, forecasting & analysis, reporting, shift bids, and managing agent staffing to client delivered volumes. They are responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns. WFM Sr. Specialists ensure that policies for scheduling are followed. They provide recommendations (based on forecasting and trending analysis), on FTE hiring for various lines of business (LOBs), across sites as well as conduct head count production analysis. WFM Sr. Specialists are responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TeleTech financial requirements. Responsibilities include: understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow; provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards. WFM Sr. Specialists work closely on day-to-day basis with operations leadership influencing and providing recommendations based on agents’ performance reports in order to comply with financial requirements. WFM Sr. Specialists work closely with HC on scheduling and uploading employees to new hire trainings, nesting time, and transitioning from one line of business to another when needed. WFM Sr. Specialists are expected to have a thorough working knowledge of TeleTech’s policies and procedures related to WFM duties and client specific requirements and expectations of service level.

Key Performance Objectives

1. Achieve 100% of accuracy and speed in delivery of requirements. WFM Sr. Specialists are given daily, weekly, and monthly tasks, which must be met on time. They provide support for real time monitoring for schedule adherence; forecasting and analysis. They monitor agents’ performance, provide advices/suggestions to Operations on metrics, schedules and shifts; work closely with them on action plans. WFM Sr. Specialists prepare production reports and data analysis for Operations, HC and WFM leadership. They are accountable for verification of schedule modifications based on various work flow components, such as associates breaks, lunches, time off, vacations, outages, etc. (Time management, achievement motivation, results orientation, efficiency, accountability, data analysis)

2. Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a WFM process and system expert. This includes high level of knowledge of WFM practices and policies and having a thorough understanding of systems that support those functions, such as EWFM (Employee Work Force Management), Avaya, and other TeleTech’s and client specific tools and systems. WFM Sr. Specialists are expected to be a POC (Point of Contact) for WFM tools and systems if issues arise. Adapt quickly to any changes in the process. Be able to troubleshoot and analyze staffing issues, and work closely with WFM to uncover and report issues that will impact WFM systems and processes. Understand the requirements for each task while strictly adhering to TeleTech’s policies and client requirements/expectations. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)

3. Understand and improve the key success metrics associated with workforce management goals. These include:

IOCC% and POCC% management

Achieve client level service objectives

Manage staff to volumes and adjust accordingly

Schedule adherence

Outage management

WFM Sr. Specialists should gather information, analyze data, observe the process and participate in efforts to constantly look for opportunities to improve current process affecting schedule adherence and reporting and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)

4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate scheduling and staffing problems clearly and reassure customers that issues will be resolved quickly and deliver with minimum long term impact. Proactively share all work force issues with management. Take personal responsibility for solving and finding solutions. WFM Sr. Specialists make data analysis based on client’s requirements and work to address all clients’ needs based on metrics/staffing/revenue issues. (Customer focus, friendly, helpful, accountability, diplomacy, communication)

5. Escalate staffing issues as appropriate. Clearly identify work force issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)

Basic Qualifications

Strong understanding of Teletech’s business, core values, and goals

Strong interpersonal skills in dealing with a diverse population

High customer service orientation

High level of integrity, honesty, and judgment

Math/statistics and computer proficiency

Strong analytical skills

Ability to respect and ensure strict confidentiality of customer data.

Demonstrated multi-tasking capability and proven success in fast paced environment

Strong attention to detail and desire to follow procedures

Strong verbal and written communication skills

Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly

Reporting

Preferred Qualifications

Knowledge of call center business

Call center experience



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