Key Responsibilities:

The WFM Coordinator is responsible for:

• The Workforce Management Coordinator is a member of the Workforce Management Team providing WFM support for multiple business units within the client
• The WFM Team drives the execution of strategy to achieve our client’s quantitative and financial objectives
• The key responsibilities of this role will be maintaining historic data and trending, producing accurate volume forecasts, and managing real-time behaviors such as adherence, occupancy, utilization
• The successful candidate will be a powerful team player and will be known as an active participant in process innovation and efficiency.
• Manage a team of Mission Controls (real-time monitoring)
• Oversee and maintain the Workforce Management (WFM) tools utilized for forecasting and scheduling. Appropriately forecast and account for growth due to seasonal variations and special events.
• Provide clear communication of the forecasted workload, changes, assumptions, inputs, etc. to the Responsible and department supervisors.
• Data analysis, trending, and preparation of hourly, daily, and campaign performance reports.
• Plan and schedule approved off-phone activities to ensure SL objectives are met.
• Support the development of intra-day, end of day, weekly and monthly reports that provide insight into contact volume trends
• Maintain confidentiality relative to organizational strategies, objectives, and practices.
• Manage metrics and reports in real-time
• Analyze strategies to achieve the objectives ( KPI ) ;
• Monitor real-time staffing Adherence Alerts, real-time ACD agent work state reports
• Ownership & administration of intraday schedule changes
• Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call-per-hour metrics
• Actively involved in process improvement and KPI development
• Coordinate and interact with internal and external integrated partners regarding real-time performance, making adjustments where necessary to balance client and operational goals
• Provide clear and tactful communication to Client Delivery Management, Client Account Managers, and Client Teams
• Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
• Other duties as assigned

  Requirements:

• Bachelor's degree
• 1-3 years of knowledge and experience with call center workforce management programs
• Excellent usage of MS Office
• Fluency in English, understanding the Italian language
• Communication Skill (Oral and Written)
• Interpersonal skills
• Leadership
• Analytical & Mathematical Skills
• Problem-solving skills
• Time Management
• Scheduling & Planning Skills
• WFM Processes & Settings Knowledge
• Management and critical thinking skills

Interested? To apply send your CV at: reclutamento@teleperformance.al until 1/11/2022

Please specify the position you are applying for!