Workforce Management (WFM) Specialist – (102949)

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

Greece Attica

World-renowned Leader in BPO Industry

Permanent
Customer Service
Language/ English, Greek

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