Workforce Associate (Intra-Day Operations Associate)

OVER ALL PURPOSE OF THE JOB:  

The Workforce Services Associate is responsible for driving delivery of metrics and optimal performance through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.

RESPONSIBILITIES:

• Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.
• Adheres to prescribed formats in updating attendance, schedule swaps
• Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements.
• Acts as Point of Contact in processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.

 SKILLS AND QUALIFICATIONS:

• Experience and working knowledge in using Real Time Management systems (e.g. Avaya, CUIC, Genesys, In Contact)
• Knowledge in using Microsoft Excel.
• Exhibits good number crunching skills.
• Displays good communication skills to relay impact on KPI as a result of attendance and adherence issues.
• Ability to execute prescribed escalation processes (notifications and alert levels) by coordinating with internal and external clients and other departments during  system outages and service level  challenges.
• Provides impact and RCA on performance by having firm grasp of over and under report and measure actual performance against planned and be able to articulate reasons for SL miss.
• Develops and executes real time strategies to enhance program efficiencies, adherence and productivity.
• Monitor real time agent adherence and escalate to proper channels
• Monitor agent attendance and report any aberrations to Operations.
• Adheres to DANER approach in monitoring real time activities.
• Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program.