Asoc. III, WFM

ESSENTIAL FUNCTIONS:

• Maximize callouts 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 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 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 Web station 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 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 updates to stakeholders regarding status issues.
• 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.
   
  ADDITIONAL REQUIREMENTS:
  Minimum high school diploma or equivalent
  Strong command of the English language and effective business operational language
  Excellent communication skills – both written and verbal
  Advanced proficiency in mathematical and analytical skills
  Effective collaboration with various team members and departments
  Basic computer skills and elementary Proficiency and knowledge of MS Office (Excel, Outlook, Word) and Windows OS X
  Ability to focus on performance and results and take initiative to act accordingly.
  Knowledge of general contact center processes
  Identifying problems and solving
   
  PREFERRED, NOT REQUIRED:
  Knowledge of and/or experience with WFM systems, preferably Verint, NICE IEX 6.4, or InVision.
  Knowledge of the COPC methodology
  Knowledge of the Lean Six Sigma methodology
  Elementary knowledge of the complete WFM process, specific calculations, procedures, tools, and terminology
  Analytics experience or training in the field
   
  BENEFITS & PERKS:
  Competitive base salary
  Overtime available
  HMO coverage & other company benefits
  Life insurance upon joining.
  State-of-the-art facilities & great work environment 
  Paid training
  Opportunity for career growth within

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).

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