Asoc. III, WFM

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our

can-do culture works together to make the ordinary exceptional.  

Are you ready to be one that AIMS HIGHER. REACHES FARTHER in handling centralized tasks of schedule adherence, attendance and real time productivity? Can you ACT BOLD.BE PASSIONATE in handling exceptions in the customer service schedule process? Can you BE ONE.HELP MANY in implementing and communicating schedule changes? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!  

Job Summary

We are hiring WFM Real Time Analyst for our location in İstanbul who will be responsible to make sure the schedule for our agents are processed in a correct manner in our workforce management systems.  This is a full-time position with competitive pay, opportunity for continuous growth, and many more employer perks. If you have the desire to make change, take on challenges, and experience fulfillment, then this is the place to be!

Job Responsibilities:  

• Maximize call-outs of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
• Real-time monitoring of assigned program queues and applying corrective actions to achieve and/or optimize KPI / contractual requirements.
• Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals. 
• Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
• Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements.
• Routing and allocating of agent skillsets using a documented structured approach.
• Perform other duties assigned related to WFM Real-Time Management
• Processing and approval of tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
• Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
• Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency and other KPI goals are met.
• First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue. 
• Coordinate and collaborate with Operations, IT, HR and other departments to ensure 100% production functionality.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• The WFM Real-Time Analyst performs various activities in close consultation and collaboration with WFM Scheduler, WFM Planner, WFM Business Partner and WFM Supervisor. Outside the WFM department the RTA collaborate with and has frequent contact with Operations Management (Supervisor and Manager) regarding performance and daily and weekly performance strategies.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• Intermediate vocational education (High School Diploma or GED) unless regionally different
• Effective operational language proficiency of Business English, Dutch and German, and any other required languages to perform the job (e.g. the language of the business location)
• B2 Proficient in German, Dutch and English (both written & spoken).
• Min. 6 months of WFM experience as Real Time Analyst in a BPO environment.
• Fulltime 40 hours
• 50% Early shift 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET) + Every 2nd Saturday (free day during week)
• Advanced proficiency of mathematical and analytical skills
• Strong collaboration skills, problem solving and critical thinking skills
• Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
• Ability to focus on performance and results, and to act accordingly
• Knowledge of general contact center processes
• Responsibility, pro-activity and confident to distribute work
• Understanding complex reporting and data transformations from multiple resources.
• Standard troubleshooting skills and diligence.

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.