Description
We are looking for a WFM Specialist responsible for attendance tracking, real-time queue monitoring, ensuring service level and line adherence, managing agent productivity, staffing and scheduling, optimizing breaks, and supporting coaching sessions and other pullouts.
Key Responsibilities
- Manage the call volume, daily attendance and program break schedules, staffing & scheduling of agents/staff
- Monitors agent productivity and aux/status code usage
- Assist with creation of metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce hourly, bi-hourly, daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements
- Assist with projects and other duties as requested or assigned
Skills, Knowledge & Expertise
- Strong work ethic with the ability to focus, multi-task, and complete detailed reports accurately over extended periods.
- Advanced Microsoft Excel skills required, including complex formulas; proficiency in Word and Email; VBA macros considered an asset.
- Experience with workforce management tools such as Aspect WFM, IEX, CMS, Avaya, Symposium, and Blue Pumpkin is an advantage.
- Skilled in report creation and forecasting using Excel, with strong attention to detail and a high level of accuracy.
- Previous call center experience required; prior experience in Workforce Management is a strong asset.
About Virtual Staffing Solutions
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
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