Specialist: WFM and RTA

• Developing and maintaining efficient schedules for contact center staff
• Analyzing data to optimize service and staffing resources
• Collaborating with operational supervisors and agents to identify opportunities for improvement
• Ensuring compliance with regulations and agreements
• Managing shift bids, vacation planning, and overtime utilization
• Analyzing data to identify opportunities for process improvements
• Facilitate meetings with senior leadership and influence business decisions
• Assists managers in the identification, prioritization, planning, development, coordination, support, and execution of high-impact (immediate and long-term) improvement plans for effective and sustainable cost savings
• Evaluates and implements new methods and techniques for operational improvement
• Analyses data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts
• Consistent exercise of independent judgment and discretion in matters of significance
• Other duties and responsibilities as assigned

• 2+ years of experience in a contact centre environment with 1+ year of WFM experience
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to work independently and in a team environment
• Experience with commercial WFM software packages is desirable
• Flexibility to work varying hours in a 24x7 environment
• A minimum of 4 years hands on experience utilising technology platforms (e.g. Avaya, CMS, IEX Total View)
• At least 3 years of Workforce Management Experience (e.g. manufacturing, contact centre related)
• At least 3 years’ experience in data analytics, preferably in an operations environment
• Extensive experience in resource modelling and capacity planning
• Advanced financial/statistical modelling skills/experience strongly preferred
• Experience with WFM software and Erlang C calculators
• Ability to manage and optimize schedules
• Real-time monitoring and issue escalation
• Strong communication and collaboration skills
• WFM Software and Scheduling
• Building schedules using WFM software
• Utilizing Erlang C calculators for scheduling and forecasting
• Managing large-scale scheduling
• Optimizing existing schedules based on actual trends
• Studying historical trends and business changes
• Identifying call routing anomalies using real-time monitoring applications
• Detecting real-time call volume interruptions and system outages
• Escalating issues to business continuity leaders promptly
• Overseeing and maintaining the WFM platform/system from a scheduling perspective
• Ensuring the system is running smoothly and efficiently

Experience with Workforce management Tools:- Variety of Telephony platforms (Avaya, Presence, Cisco, etc.)- Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect, Genesys, etc.)- Power BI knowledge, and requirements management tools or project management software such as MS Project will be an added advantage