Job Description
## What You’ll Do
Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
Identify and address any deviations from planned staffing levels and service targets.
Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day.
Coordinate with operations and support teams to implement intraday schedule adjustments as needed.
Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes.
Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.
Generate and distribute real-time and daily performance reports to key stakeholders.
Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.
## What We Look For
2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment required
Strong knowledge and experience with workforce management software (Calabrio, Verint, NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems such as Avaya, CISCO, or Twilio Flex)
Good working knowledge of Excel, and the ability to organize/analyze data in a structured manner
Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently
Ability to build rapport and trust with teams cross-functionally and across all levels
Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
Knowledge of the financial services regulatory environment
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