Associate III, Workforce Management

ESSENTIAL FUNCTIONS:

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 off-production events (e.g. training, meeting, etc.) without compromising client requirements.
• Routing and allocating of agent skillsets using 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. 

REQUIRED EDUCATION AND EXPERIENCE

      • Any WFM Certificate preferred but not required

      • Must have strong knowledge of WFM processes and contact center environment

      • Knowledgeable in NICE IEX, Verint, Genesys, CMS, and/or Aspect

      • Willing to work in shifting schedule

      • Willing to work in Mandaluyong 

PERKS & BENEFITS

• Non-taxable allowance
• Work at Home allowance
• HMO
• This is a full time position
• Temporary Work at Home set-up

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

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, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.