Job Description
Workforce Management (WFM) Specialists are accountable for managing agent staffing to client delivered volumes. They are responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet company financial requirements.
Key Performance Objectives:
- Monitoring agent’s realtime activities
- Flagging agents not adhering to schedules
- Reporting Outage
- Tagging agent auxes in eWFM
- Reporting (sending reports to operations and GWFM)
- Escalate staffing issues as appropriate
Responsibilities include:
- Understanding the contractual parameters of the client
- Tracking associate absenteeism and other components of the overall work flow
- Provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards
- WFM Specialists work closely on day-to-day basis with operations Team Leads
You’re the right fit for the position if you have:
- Strong understanding of company business, core values, and goals
- Strong interpersonal skills in dealing with a diverse population
- Customer service orientation
- High level of integrity, honesty, and judgment
- Math/statistics and computer proficiency
- Ability to respect and ensure strict confidentiality of customer data.
- Demonstrated multi-tasking capability and proven success in fast paced environment
- Strong attention to detail and desire to follow procedures
- Strong verbal and written communication skills; both English and Greek (bilingual)
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or ability to learn technology quickly
- Reporting
What we are offering:
- Astounding opportunity to work for a true world leader in BPO on an exciting new project in Athens, Greece
- Being part of a team of top class professionals, growing and developing in an innovative and fast paced environment
- Competitive salary
- Private medical care with Dental Coverage
- Paid annual leave
- Career development opportunities with a global organization
- Full relocation package
Mon, 07 Jan 2019 13:38:04 +0100
World-renowned Leader in BPO Industry
Permanent
Customer Service
Language/ English, Greek
Pignolo, maniaco dei dettagli e migliore amico dell’ansia.
Sono un Web Designer (anche se odio etichettarmi) e vivo ad Altamura, da circa 10 anni mi diverto in ambito web e app, mi occupo prettamente di frontend ma non disdegno a sporcarmi le mani con un bel po di sano codice.
