WFM Specialist

2 weeks ago

Manila, National Capital Region, Philippines TTEC Full time

At Percepta, we bring first-class service across each market we support. As a Workforce Management Specialist in Cainta, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing

The Workforce Management (WFM) Specialist's primary responsibility is to preserve the center's ability to meet contractual service level metrics of each program. The WFM Specialist provides frontline, 24x7 support for all Percepta programs, with an emphasis on balancing service level goals with agent schedule efficiencies through short-term forecast, real-time scheduling analysis, reporting and gathering monthly invoice hours and review the program budget process.

During a Typical Day, You'll

Real Time Service Level Management
  1. Proactive analysis of performance of all operational channels which include telephone, chat, email, social media, and back-office activities to ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent missed service levels before they occur.
  2. Effectively use our tools/processes to distribute the workload as efficiently as possible (within goal service levels). This also includes maintaining an expert level of understanding of the tools/processes in order to continuously identify opportunities for automation/optimization.
  3. Proactively monitor various applications to ensure efficient distribution of calls or work. Includes dynamic changes to agent's skills/work-types and control of skill-based routing across multiple call center locations.
  4. Proactively communicate with leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks. Work closely with the Call Center management team to coordinate risk mitigation strategies to ensure service level metrics are attained (schedule adjustments, workload balancing, etc.).
  5. Clearly document drivers that impact the program's ability to meet defined goals as well as strategies implemented to improve or maintain performance.
  6. Participate in client, program, or project meetings to provide SME feedback and input related to Real Time processes and impacts.
Scheduling
  1. Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service level goals and other business needs are met.
  2. Update WFM software and various other applications/tools with agent add, changes and deletions.
  3. Conduct agent new hire orientation and orientation includes distribution of FAQ's and forms.
  4. Assist in maintaining and implementing the disaster recovery plan when circumstances warrant.
Projects and Miscellaneous
  1. Work on activities and/or projects as requested by WFM Leadership.
  2. Ensure processes and procedures are current to comply with best practices.

What You Bring to the Role

  1. AA or BA/BS degree in Mathematics, Computer Science, Business or similar field or equivalent work related experience required.
  2. Minimum 2 years' experience in Workforce Management; with experience in real-time service level management and agent scheduling.
  3. 2 years' experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) preferred.
  4. Customer Focus: must demonstrate competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers.
  5. Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills.
  6. Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
  7. Time Management: must be able to multi-task, be detail-oriented and demonstrate strong organizational skills.

What You Can Expect

  1. Competitive Salary
  2. Health/Dental/Vision/Life Insurance
  3. Vacation/Sick Time and Paid Holidays
  4. Tuition Reimbursement
  5. Employee Assistance Program
  6. Employee Discount Program
  7. Training and Development Programs (Percepta College)
  8. Employee Rewards Program (Perci Perks)

A Bit More About Your Role

This position requires a high level of professional integrity while maintaining confidentiality of sensitive data in relation to Percepta, client and employee information.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

  1. Culture of Service – to be treated like you are the customer from day one.
  2. Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions.
  3. Respect – a team that is accountable, dependable and gives you their full attention.
  4. Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
  5. Career Growth – lots of learning opportunities for aspiring minds.
  6. Diversity – be a part of our growing diverse and community-minded organization that is all about having fun
  7. Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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