The WFM Agent is responsible for supporting the efficient operation of the BPO by managing scheduling, real-time monitoring, and performance analysis. This role ensures that staffing levels meet business needs while maintaining service quality and productivity.
Key Responsibilities:
- Create and maintain daily and weekly schedules for agents based on forecasted call volumes and service level agreements (SLAs).
- Adjust schedules in real-time to accommodate fluctuations in call volume and staffing availability.
- Monitor call queues and agent performance throughout the day to ensure optimal service levels.
- Identify and address issues proactively, including coverage gaps and performance challenges.
- Analyze performance metrics and provide insights to the management team regarding trends, potential issues, and areas for improvement.
- Assist in preparing regular reports on staffing efficiency, productivity, and service levels.
- Serve as a liaison between management and agents, effectively communicating scheduling changes, performance updates, and operational needs.
- Collaborate with other departments to align workforce management strategies with overall business objectives.
- Assist in onboarding and training new WFM team members as needed.
- Provide guidance and support to agents regarding scheduling processes and policies.
Qualifications:
- Bachelor’s degree in Business, Management, or a related field preferred; relevant experience may be considered in lieu of a degree.
- 1 to 2 years' experience in workforce management
- Strong analytical and problem-solving abilities.
- Proficient in Microsoft Excel and other data management tools.
- Excellent communication skills, both written and verbal.
- Ability to work well under pressure and adapt to changing situations.