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WFM Specialist - Percepta at Percepta

WFM Specialist - Percepta

Percepta Asheville, NC Full-Time
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Our values are the heartbeat of our organization and we live, breathe, and play by them every day. Join our team as a Concierge Specialist and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect

  • Career growth and lots of learning opportunities for aspiring minds
  • Diversity- be a part of our growing diverse and community-minded organization that is all about having fun
  • Competitive compensation- we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness
  • Culture of Service- to be treated like you are the customer from day one
  • Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value in your contributions
  • Respect– a team that is accountable, dependable and gives you their full attention
  • Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others and the organization

The Workforce Management Specialist is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time management to support multi-department contact center operations. This position requires evening and weekend availability

Duties and Responsibilities

  • Provide real-time monitoring via available tools (Aspect WFO Real-Time Adherence, Avaya CMS Supervisor, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
  • Responsible for balancing client driven service level and abandonment rate goals with cost efficiencies through agent occupancy management.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Compare actual results to forecasted results, identifying opportunities for improvement.
  • Provide daily/intra-day performance reports and status to leadership.
  • Other related duties as assigned.

Work Environment and Personal Development

  • Create a positive work environment that fosters successful team performance
  • Build skill sets and continue to develop proficiency of the department’s systems and applications ensuring Percepta remains on the cutting edge of Workforce Management within the industry that will facilitate the growth of yourself and Percepta within the industry

Education

  • Some college or degree is preferred.

Experience

  • Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
  • Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred.
  • Two years’ experience in a contact center

*
Skills

  • Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
  • Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
  • Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
  • Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
  • Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
  • Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
  • Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
  • Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
  • Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
  • Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

Other

  • Must be available to work varied shifts.
  • This position requires a high level of professional integrity. Client and employee information must be kept confidential.

Job Type: Full-time

Experience:

  • Management: 1 year (Preferred)
  • Workforce Management: 1 year (Preferred)

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

 

Recommended skills

Self Motivation
Stress Management
Coordinating
Attention To Detail
Complex Problem Solving
Multitasking

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