To assist with short and mid-range planning based on continuous analysis of forecasted requirements, trends, staffing variables and real time performance of operations based on workforce management principles for the contact center.
The WFM 1 position must determine alternative plans to successfully meet key performance indicators (KPIs) targets when necessary.
Under minimal supervision timely collect, evaluate and prepare complex statistical data for operations / HR / WFM / Admin.
Manage half-hour schedules and off the phone activities per day, per week, per month for client specific business lines to ensure maximum efficiency.
Monitor, analyze and take appropriate actions based on the call flow activity and staffing requirements in order to assure Contractual KPIs are met.
Maintain appropriate records and analyze performance data on a daily, weekly and monthly basis. Provide a variety of reports and analysis to Operations, Administration, and HR department.
Reports would range from agent individual performance values to site or center consolidated reports. As well as providing all contractual reports we are obligated to perform.
Coordinate and advise Operations leaders regarding the intraday allocation of staffed agents into productive states.
Ensure Operations, WFM, and Client services have proper data to approve time-off requests such as team meetings, additional agent training, and all other future schedule exceptions.
Maintain agent-level schedules and attendance tracking which includes recording absenteeism and tardiness of agents (RTA).
Oversee the intra-day management and staffing requirements of single or multiple queues, agent skill changes and group skill changes.
Contact local ITS and / or NOC to report tool outages that impede the delivery of service of SYKES accounts.
Responsible for the new agent induction and training of the basic Workforce Management standards and process that affect the day to day of the Customer Service Representative.
Collaborate with the WFM Supervisor with the onboarding process and training of new WFM Specialists.
Create, generate and send weekly, daily and intraday views showing projected / FC SLA. Based on those views, analyze and send recommendations in order to assure the staffing compliance of the account.
Maintain schedule accuracy by effectively adding and removing resources from schedules.
Review short term forecasts and adjust schedules or re-forecasts considering impact of any variable that might be affecting an account KPI (e.
g. AHT, Call Volume, etc.)
Work with the Operations team to conduct real-time root cause analysis of impacts to SLAs (e.g. : APS, AHT, actual call volume to forecast ratios, call types / drivers)
Run intraday forecast analysis with alternative staffing scenarios towards the attainment of service level agreements of the observed queues. (RTA)
Maintain constant communication with Clients, WFM Team, and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules.
ES specific : Optimize floor plan distribution to assist team leads and supervisors with better agent visibility and seating capacity.
Properly update information and keep accurate roster details in all tools that so require it.
High School Bachelor.
Student or bachelor degree in Business Administration or Industrial Engineering is highly desirable.
Spanish and English : excellent to native.
Ability to calculate figures and amounts such as proportions,percentages, (weighed) averages.
A minimum of 6 months working in a call center environment.
Customer service experience is required.
Previous working experience as workforce analyst or planner for contact centers is desirable.
Skilled in the use of computer and related software.
Working knowledge of MS Office applications.
Proficient in MS Excel and programming Excel for data collection.
Knowledge of automated workforce management software (Aspect’s eWFM, Tracking Module, Work Time Tracker).
Ability to determine schedule efficiency by intraday and day of week.
Knowledge of ACD or ECD reporting.
Ability to communicate effectively, both verbal and in writing.
Ability to collaborate with different levels of management within the organization.
Ability to listen and comprehend effectively.
Recover quickly from setbacks.
Strong planning, time management and organizational skills.
Ability to work in a dynamically changing environment.
Highly motivated, self-starter with a commitment to see proposals / reports through to their completion and effective maintenance of the same.
Display a high level of professionalism, integrity, and maturity.
Polished and poised. Project energy, self-confidence, authority, and enthusiasm.
Team work oriented.
Acceptable level of negotiation skills.
Strong call center financial knowledge.
Ability to gather and analyze statistical data and generate reports.
Knowledge of reporting methodology, principles and procedures.
Experience and proven ability to generate and analyze performance data of the account(s).
Competitive salary based on experience and skills.