Workforce Management Real Time Specialist

Workforce Management (WFM)

Real Time / Intraday
10a - 7p EST
At Travel Incorporated, we help business travelers by connecting innovative technology with superior service.  Customer focus, innovation and excellence are integral to who we are!
We are seeking a WFM Real Time Specialist who will be responsible for maintaining optimal interval, daily and monthly performance within the contact center ensuring that each line of business and channel has adequate resources, is adhering to the day's planned activities and adjusts as new variables and challenges are presented.
This position serves as a primary Workforce Management point of contact for Operations leadership for issues requiring immediate adjustments that fall within standard protocols.

RESPONSIBILITIES INCLUDE:

WFM Functions:

• Oversees the monitoring of resources, deviations to schedules, call queues and skilling management
• Maintains accurate and current account of site phone staff (e.g. entering required staffing resource schedules/exceptions)
• Collects and reports to management reasons for performance fluctuations
• Partners with operations to optimize the timing of coaching, training, meetings and other offline activities
• Identifies and reports staffing concerns that negatively impact service level performance
• Reviews planned new hire activity for impact on intraday performance
• Executes staffing and technology levers to maximize performance according to standard operating procedures
• Monitors and provides support for impactful events such as inclement weather, system events or breaking news
• Offers coverage and backs up key processes within the Workforce Management team
• Provides strategic intelligence to the forecasting and scheduling teams to inform and guide the future
• Provides root cause analysis of SLA misses, staffing shortages and plan deviations

Analytics:

• Analyzes data and provides performance metric updates for workforce-related KPIs; ensures reports are complete, accurate and issued on established schedules and timelines through proper channels

Collaboration: 

• Partners with all contact center functions to successfully complete workforce changes (e.g., shift bids, time-off requests, forecasts and adherence management)
• Performs other duties as assigned

QUALIFICATIONS INCLUDE:

• High school diploma or equivalent required with relevant college coursework or job-specific training preferred
• 3 - 5 years' contact center customer service experience is strongly preferred
• 1 - 3 years' experience in a Resource Management/Workforce Contact Center real-time administration role is strongly preferred
• Experience managing both phone and offline functions is preferred along with specific experience with Five9, Aspect, Nice/IEX, Verint or similar WFM platform
• Analytics: Ability to analyze data and report on center performance
• Problem-Solving: Ability to analyze performance and create an action plan to achieve a desired outcome
• Communication: Ability to effectively present information and respond to questions from internal and external sources through various media, including in-person, written correspondence, e-mail, telephone and video conferencing
• Reliability: Dependable, trustworthy, and able to handle multiple projects and complete tasks within assigned deadlines
• Planning: Ability to plan, manage time and balance multiple priorities
• Technology: Demonstrated proficiency in Microsoft Office, Windows, Google Business Suite and Intranet required; ability to quickly learn new technology and processes required

This position is located at our Duluth, GA headquarters. Initial training will be 100% office-based, with the opportunity for a hybrid schedule (3 days/week in office) potential after training period.