COL - WFM-RTA

Job Description 

Purpose of the position: 

Oversees current week schedule adjustment, real-time monitoring, tracking, documenting, communicating, and reporting on multiple channels/lines of business to meet the program’s contractual metrics. 

Key task & result areas: 

Intraday Management

 

• 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 

Requests Processing & Data Analysis

 

• 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. 

Serves as Point of Contact

 

• 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. 
  
   

Social interaction: 

The GWFM Real-Time Analyst performs various activities in close consultation and collaboration with GWFM Scheduler, GWFM Planner, GWFM Business Partner and GWFM 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. 

Additions: 

N/A 

Job Requirements 

Education requirement 

Required 

Intermediate vocational education (High School Diploma or GED) unless regionally different 

Minimum skills to hire: 

Minimum 

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) 

Minimum 

Advanced proficiency of mathematical and analytical skills 

Minimum 

Advanced proficiency of communication skills 

Minimum 

Strong collaboration skills 

Minimum 

Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X 

Minimum 

Ability to focus on performance and results, and to act accordingly 

Minimum 

Knowledge of general contact center processes 

Minimum 

Problem signaling and solving skills 

Preferred 

Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision 

Preferred 

Knowledge of the COPC methodology 

Preferred 

Knowledge of the Lean Six Sigma methodology 

Preferred 

Result-oriented collaboration 

Preferred 

Proactivity 

Preferred 

Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology 

Preferred 

Previous RTA experience is a plus. Analytics experience or training in the filed. 

Preferred 

Effective communication & feedback 

Key values: 

• Knowledge 
• Ownership 
• Responsibility 
• Decision 
• Action 

Be an expert – power of knowledge 

Take ownership of (WFM) processes 

Take responsibility of performance and quality 

Make decisions (to improve) – use your knowledge 

Act (instead of report and expect someone else to act) 

Success factors: 

• Communication 
• Analytical abilities 
• Power of persuasion 
• Building trust 
• Initiative 
• Team player  
• Result oriented 
• Customer oriented and self-assured communication and way of working 
• Punctual and accurate work methods 
• Initiative 
• Ability to organize and coordinate tasks/work 
• Strong knowledge of WFM Processes and contact center environment