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.
This is a highly visible role that interacts with all levels of Percepta management as well as its clients while directly impacting Percepta’ s ability to meet client defined goals, and our clients customers experience.
The ideal candidate will have experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem-solving situations that require immediate real time intervention.
During a Typical Day, You’ll
Real Time Service Level Management
· 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.
· 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
o 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.
o Proactively communicate with leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks.
o 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.)
· Clearly document drivers that impact the programs ability to meet defined goals as well as strategies implemented to improve or maintain performance.
· Participate in client, program, or project meetings to provide SME feedback and input related to Real Time processes and impacts.
Scheduling
· Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
· Update WFM software and various other applications/tools with agent add, changes and deletions.
· Conduct agent new hire orientation and update locker and headset inventory (orientation includes distribution of FAQ’s, forms, headsets, and locks for lockers)
· Assist in maintaining and implementing the disaster recovery plan when circumstances warrant.
Work Environment and Personal Development
· Create a positive work environment that fosters successful team performance
· Proactively build skill sets that will facilitate the growth of yourself and Percepta within the industry
Projects and Miscellaneous
· Work on activities and/or projects as requested by WFM Leadership
· Ensure processes and procedures are current to comply with ISO standards
What You Bring to the Role
Education
· AA or BA/BS degree in Mathematics, Computer Science, Business or similar field or equivalent work-related experience preferred.
Experience
· Strong mathematical and analytical aptitude
· Experience working with industry standard WFM tools such as eWFM, IEX, CentreVu, etc. preferred
· Proficient in MS Excel and MS Word
Skills
· Strong written and oral communication skills, specifically related to communicating with clients and Percepta leadership
· Ability to meet tight deadlines and prioritize workload with excellent attention to detail
· Must be available to work varied shifts, including occasional last-minute adjustments to cover team absences
· Excellent work ethic, displaying dependability and commitment to both Percepta’ s and our client’s success
· This position requires a high level of professional integrity. Client and employee information must be kept confidential
Other
· Must be available to work varied shifts, including occasional last-minute adjustments to cover team absences
What We Offer: •
Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated. •
Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment. •
Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.
#Li-Hybrid
