WFM Specialist 2

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role and Responsibilities

• Take charge of service planning
  • Create short term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT Trends, shrinkage inputs, occupancy.
  • Evaluate interval level attainment and trend against targets and forecast to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields on a regular basis
  • Track and report forecasted vs actual production volume trends by LOB, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendation for turnaround at the soonest possible time.
  • Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.
  • Adept in Capacity Planning and maintenance.
• Schedule and disseminate information
  • Routinely clean up headcount roster and other related credentials in IEX/scheduling software supporting the program
  • Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.
  • Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.
  • Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.
  • Able to identify needs for overtime and other necessary in office and out of office staffing adjustments ahead of time and incorporates into schedules. Advise and/or approve/deny time off requests based on objective analysis.
  • Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.
  • Responsible in creating multiple scheduling scenarios and present to stakeholders to determine optimum O/Us based on desired movements
  • Core responsibility is to provide efficient schedules to cater to programs’ SLA
  • Will support multiple LOBs and programs
• Design and improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.

Qualifications and Education Requirements

• College degree is preferred
• Preferably 6 months to 1 year call center experience
• For External Applicants
  • At least 1 year of experience in the call center industry
  • Must have a background in Workforce Management and have served at least 6 months in the same function
  • Applicants of RTA status may be considered provided that they have more than a year of work experience in Workforce Management
• For Internal Applicants 
  • Currently employed in VXI as a WFM RTA with at least 6 months of experience in the field without any outstanding disciplinary records.
  • Excellent attendance record – 97% reliability and above.
• Able to read, speak and write English language proficiently to communicate with customers, comprehend and follow instructions
• Operational knowledge in computer software such as Microsoft Office, particularly Excel, Word and Powerpoint. Knowledge in Google Spreadsheets and other related tools is a plus.
• Highly resourceful, proactive and can work with minimum supervision
• Strong intrapersonal skills and is able to communicate with different levels. Must be very good in verbal and written communications.
• Operational knowledge in multiple WFM Solutions and applications – IEX is preferential.
• Must be flexible to working days and hours and ensures to meet the current and future demands of the business and team that is being supported.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!