Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Automatic Call Distributor Job Scheduling (Inventory Management) Queue Management IP Routing Business Intelligence Tools Queue Management Telephony Power BI Stakeholder Communications Continuous Improvement Process

Other Skills

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Microsoft Excel
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Decision Making
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Communication
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Organizational Skills
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Social Skills
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Problem Solving

Sourcefit

About Sourcefit

Sourcefit is an international BPO company dedicated to helping businesses scale and win. Our approach is simple: get great staff, build a process to last. With locations in the Philippines, Dominican Republic, South Africa, Madagascar, and Armenia, we offer scalable, award-winning offshore staffing and fully-managed outsourcing solutions for customer service, IT, trust and safety, healthcare revenue cycle, accounting, back office, construction, digital marketing, and more. Since 2009 we have helped clients ranging from start-ups to Fortune 500 firms to build enduring value through their outsourced teams. Our 2,000+ employees are committed to delivering close, personal service, while also leveraging the latest technologies, such as AI and Machine Learning, and the most cost-efficient processes. We take great pride in our highly-recognized workplace culture, as well as our transparency, client-friendly business terms, and adherence to the most stringent international standards for data security and privacy, including ISO27001, ISO27701, ISO 9001, SOC2, PCI-DSS and more. With Sourcefit, begin risk-free as you leverage global talent. Contact us here or visit sourcefit.com to get started.

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

As WFM Real Time Analyst – you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

Job Details

Work Setup: Work-from-home
Schedule: Monday to Friday, 12:00 PM to 9:00 PM EST
Holidays: Philippine Holidays

Responsibilities:

Real-time monitoring of queues; support real-time updates of queues/skill assignments as needed to balance service levels across queues.
Routine evaluation of staffing versus forecast and actioning appropriately to ensure the balance of productivity and service objectives are met.
Consult with leaders in planning off queue activities.
Prepare and refine weekly schedules to support operational needs.
Report and advise on offline activities, service goals, and agent occupancy.
Monitor schedule adherence and alert leaders to minimize impact of customers.
Facilitate real-time discussions with leaders as required.
Propose process improvements to enhance our daily operations.

Requirements:

2+ years contact center experience in a Workforce Managed environment.
2+ years experience with a CCaaS software Genesys Cloud CX preferred.
Exceptional communication and interpersonal skills are essential.
Strong problem-solving skills.
Strong organizational/time management skills.
Ability to work in an environment focused on continuous improvement.
Strong ability to assess situations proactively and make timely, well-informed decisions.

Skills:

Proficiency in Microsoft Excel.
Proficiency in basic PC skills.
Experience leveraging analytics and reporting tools, preferably in Power BI.
Experience using automated call distribution and call management software, solid understanding of telephony, routing, skilling systems and methodologies.