GlowTouch is looking for an extraordinary
Workforce Management (WFM) Monitor to join our motivated and ambitious team.
As the Workforce Management (WFM) Monitor you will monitor real time data and make / recommend staffing adjustments across global sites to ensure service levels are being met across the business.
In addition the Workforce Management (WFM) Monitor will:
- Have high engagement with Vendor WFM and Operations team to drive performance and WFM practices
Identify root cause for performance gaps and recommend solutions to operations
- Monitor intra-day work volume, real-time staffing, AHT, agent adherence, technology functionality
Provide information on employee activity, absences, meetings and other schedule exceptions- Ensure resources are available to handle real-time traffic loads; including BPO partners
Make appropriate decisions to manage service level while balancing people's needs
- Establish and maintain communications channels regarding events that impact the call workload
Proactively plan service delivery by tracking seasonal and ad-hoc changes that impacts volume- Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment
Utilize WFM tool to generate reports, monitor agent's status and perform schedule edits
- Hourly communication to the team with the plan of action
Capture, store and report on historical statistics (service level, occupancy, forecast accuracy, etc.)- Establish and maintain communications channels regarding events that impact the call workload
Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment
- May be called upon to generate and publish reporting on contact center metrics specific to the WFM and Ops point of view
To be considered, candidates are expected to have the following:
- Strong background in the contact center / BPO industry is a must
Strong analytical skills
- Minimum experience of
- 5 years in real-time management and updating schedules
NICE IEX software experience is required- Ability to influence and persuade other people without direct authority
Attention to detail & the ability to identify trends in service level performance
- Ability to identify the best course of remedial action to support service delivery
Exposure to WFM software or experience with other automated WFM Software, good knowledge on MS office applications Experience of tracking & reporting service performance
- Needs to work in shifts, if needed
GlowTouch, The Uncommon BPO, is a Louisville, KY, USA-based company that provides personalized contact center, businessprocessing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
Putting People First is not just a motto; it'swho we areandwhat we do. We value our employees, customers, and communities. We don't hire for jobs; we help employees map out careers with us and have an enviable employee retention rate. Many clients have been with us for decades because we go beyond their expectations. Our first client is still our client today!
- Education: College degree preferred or equivalent experience
- Hours: Hours of Operation: Between 8 am and 8 pm EST (8-hour shift)
- Benefits: GlowTouch offers a comprehensive benefits package with HMO and Life insurance on Day 1.
_GlowTouch is a certified woman-owned business and an EOE employer that welcomes diversity._
Job Type: Full-time
Pay: Php36,000.00 - Php38,000.00 per month
Experience:
Real-Time Management and Updating Schedules: 2 years (Required)
