Associate, Real Time Management

Workforce Management (WFM)

Job Title:

Job Description

Job Responsibilities

• Intraday real time monitoring of service levels for all queues for the site throughout the operating window.
• Managing Real Time updates on Service Levels, Contact data and other KPIs
  Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Support changes within routing profiles to move associates as needed
• Work closely with other WFM teams to drive delivery results
• Monitor Realtime adherence using tools available, IEX, CMS.
• Update schedules as needed and in client systems
• Participate in relevant meetings.
• Provide input to stakeholders and drive labour management
• Work closely with operations management to maintain the level of efficacy our clients are expecting. Service level Management, Occupancy, Adherence, etc.
• Interact with Client & CNX Command Centres, Work Force Management Groups.

Desired Skills

• Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred.
• High proficiency in Microsoft Excel Preferred.
• Must possess effective organizational and time management skills with the ability to multitask proficiently.
• Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
• Strong team building skills and ability to work within a team., including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Location:

Language Requirements:

Time Type:

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