WORKFORCE MANAGEMENT
Purpose of the Position:
Oversees current week schedule adjustment, real-time monitoring, tracking, documenting, communicating, and reporting on multiple channels/lines of business to meet the program’s contractual metrics.
Key task & result areas:
- Maximize call-outs of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
- Real-time monitoring of assigned program queues and applying corrective actions to achieve and/or optimize KPI / contractual requirements.
- Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
- Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
- Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements.
- Routing and allocating of agent skillsets using a documented structured approach.
- Perform other duties assigned related to WFM Real-Time Management
Social interaction:
The WFM Local Workforce Analyst performs various activities in close consultation and collaboration with other members of the WFM Department, mainly with centralized Traffic (WFM RTA & WFM Traffic), WFM Business Partner and Scheduling team. Outside the WFM department the WFM Local Workforce Analyst collaborate and has frequent contact with operational management, team leaders and CSRs.
Profile required:
- Proficiency in Dutch and German at a business level (B2+)
- English on communicative level (B2+)
- Fulltime 40 hours
- 50% Early shift 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET) + Every 2nd Saturday (free day during week)
- Call center experience
- Advanced proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X
- Excel advanced
- Knowledge of general contact center processes WORKFORCE MANAGEMENT
Purpose of the Position:
Oversees current week schedule adjustment, real-time monitoring, tracking, documenting, communicating, and reporting on multiple channels/lines of business to meet the program’s contractual metrics.
Key task & result areas:
- Maximize call-outs of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
- Real-time monitoring of assigned program queues and applying corrective actions to achieve and/or optimize KPI / contractual requirements.
- Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
- Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
- Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements.
- Routing and allocating of agent skillsets using a documented structured approach.
- Perform other duties assigned related to WFM Real-Time Management
Social interaction:
The WFM Local Workforce Analyst performs various activities in close consultation and collaboration with other members of the WFM Department, mainly with centralized Traffic (WFM RTA & WFM Traffic), WFM Business Partner and Scheduling team. Outside the WFM department the WFM Local Workforce Analyst collaborate and has frequent contact with operational management, team leaders and CSRs.
Profile required:
- Proficiency in German and Dutch at a business level (B2+)
- English on communicative level (B2+)
- Fulltime 40 hours
- 50% Early shift 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET) + Every 2nd Saturday (free day during week)
- Call center experience
- Advanced proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X
- Excel advanced
- Knowledge of general contact center processes
Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
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