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Workforce Management – Real-Time Adherence
| Company | Figure |
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| Location | Charlotte, NC, USA |
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| Salary | $51900 – $64900 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment required
- Strong knowledge and experience with workforce management software (NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems)
- Good working knowledge of Excel, and the ability to organize/analyze data in a structured manner
- Ability to build rapport and trust with teams cross-functionally and across all levels
- Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
- Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
- Knowledge of the financial services regulatory environment
- Ability to maintain and follow Hybrid policy and commutable distance to the office.
Responsibilities
- Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs)
- Identify and address any deviations from planned staffing levels and service targets
- Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals
- Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day
- Coordinate with operations and support teams to implement intraday schedule adjustments as needed
- Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes
- Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement
- Generate and distribute real-time and daily performance reports to key stakeholders
- Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery
- Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions
- Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.
Preferred Qualifications
No preferred qualifications provided.
