GOALS OF THE POSITION:
The role is primarily responsible for Market/Site performance on workforce efficiency
metrics (service levels, abandonment rates, handling times) and overall market and site
optimization.
MAIN RESPONSIBILITIES:
- Monitor and ensure alignment (planned vs. actual) of incoming volumes of customer
requests per time interval, inventory of the individual work pools, personnel
availability per time interval.
- Interpret and assess any deviation of incoming volumes of customer requests per
time interval against forecasts and mitigate any deviation by a request to increase or
decrease staffing as appropriate.
- Independent initiating counter measures to secure the defined service level and the
optimal personnel productivity, i.e.: independent prioritization during the processing
of customer enquiries, independent intraday rescheduling of the employees, taking
into account the incoming volumes as well as the individual skills of the employees.
- Creation, preparation and development of daily reports, e.g.: demand calculations,
analysis of contact reasons, employees statistic (e.g. distribution of break times),
daily closing mails
- Proactively identifying and reporting issues impacting Teammate productivity
partnering with Operations and other Support Functions in communicating and
managing the impacts to both our Customers and Teammates
- Partnering with the business to make judgment calls and decisions to deliver the
optimal levels of service and productivity - demonstrating responsibility and
professionalism in balancing customer and shareholder needs.
- Preparing analysis and insights for the business to enable robust decision making that
will ultimately improve efficiency and performance in a customer focused way
- Analyzing and understanding Productivity, Shrinkage, Occupancy, Attrition and
Staffing trends in partnership with other members of the WFM team
- Partnering with Long Term Forecasting and Work Force Planning Teams to enable
alignment of long and short term forecasts.
- Analyzing current processes and proactively recommend changes to improve.
- Assisting with ad-hoc projects or assignments as required
Others:
- Accepts other responsibilities as maybe assigned by superior according to the need
of the Company.
- Creates and preserves the most favorable Company image by conducting all
functions in the most ethical and fair manner.
- Administers all assigned functions consistent with and in support to the goal of the
company.
- College graduate of any BS/AB degree or related field required
- At least two years related professional experience in the same industry required (2nd Level or Intraday Performance Coordinator)
- - Good knowledge of the work contents and technical backgrounds (dependencies, framework parameters of the execution processes, technical conditions etc.) at the location general
- Good knowledge of the in-house processes in the specialist departments and in the WFM at the location, i.e.: which targets have to be met, are there agreed workflows between executives and employees, which key figures are established in the specialist department
- Good knowledge of the used systems within the scope of the execution of the daily tasks: Genesys, Nice, Avaya, e-WFM and other related workforce management software
- Good MS Office knowledge with at least an intermediate knowledge in Microsoft Excel or Google Spreadsheets
