WFM Reporting
Sykes
San Pedro, Costa Rica
hace 5 días

Objective

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.

Responsibilities

  • 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.
  • Requirements

  • 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.
  • Responsible
  • 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.

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