GlowTouch is looking for an extraordinary Workforce Management (WFM) Monitor to join our motivated and ambitious team.What Will You Do?As the Workforce Management (WFM) Monitor you will monitor real time data and make \ recommend staffing adjustments across global sites to ensure service levels are being met across the business.In Addition The Workforce Management (WFM) Monitor Will
- Have high engagement with Vendor WFM and Operations team to drive performance and WFM practices
- Identify root cause for performance gaps and recommend solutions to operations
- Monitor intra-day work volume, real-time staffing, AHT, agent adherence, technology functionality
- Provide information on employee activity, absences, meetings and other schedule exceptions
- Ensure resources are available to handle real-time traffic loads; including BPO partners
- Make appropriate decisions to manage service level while balancing people’s needs
- Establish and maintain communications channels regarding events that impact the call workload
- Proactively plan service delivery by tracking seasonal and ad-hoc changes that impacts volume
- Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment
- Utilize WFM tool to generate reports, monitor agent’s status and perform schedule edits
- Hourly communication to the team with the plan of action
- Capture, store and report on historical statistics (service level, occupancy, forecast accuracy, etc.)
- Establish and maintain communications channels regarding events that impact the call workload
- Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment
- May be called upon to generate and publish reporting on contact center metrics specific to the WFM and Ops point of view
Who You AreTo be considered, candidates are expected to have the following:
- Strong background in the contact center / BPO industry is a must
- Strong analytical skills
- Minimum experience of 1.5 years in real-time management and updating schedules
- NICE IEX software experience is required
- Ability to influence and persuade other people without direct authority
- Attention to detail & the ability to identify trends in service level performance
- Ability to identify the best course of remedial action to support service delivery
- Exposure to WFM software or experience with other automated WFM Software, good knowledge on MS office applications
- Ability to multi-task
- Experience of tracking & reporting service performance
- Needs to work in shifts, if needed
Who We AreGlowTouch, The Uncommon BPOTM, is a Louisville, KY, USA-based company that provides personalized contact center, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele. “Putting People First” is not just a motto; it’s who we are and what we do. We value our employees, customers, and communities. We don’t hire for jobs; we help employees map out careers with us and have an enviable employee retention rate. Many clients have been with us for decades because we go beyond their expectations. Our first client is still our client today!Education: Bachelor’s Degree in Business or related field.Required Experience: 1 year of real-time management.Benefits: GlowTouch offers a comprehensive benefits package, including health, life, vision, and dental insurance, 401K, and other financial opportunity options.GlowTouch is a certified woman-owned business and an EOE employer that welcomes diversity.
