Workforce Specialist 1_ RTA

It's fun to work in a company where people truly BELIEVE in what they are doing!We're committed to bringing passion and customer focus to the business.OVERVIEWThe position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.PRIMARY RESPONSIBILITIESPerform real-time monitoring and schedule adherence tracking during the program's hours of operations.Verify communication of all information relevant to staffingUpdate employee and team data maintained in the workforce management softwareAssist Operations with any schedule or staffing information requirement.Monitor hourly call volumes, AHT, and staffing requirements.Alert Operations management on threshold violationMonitor, track, and report agent schedule adherence and employee occurrencesAct as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact productionPerform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.Knowledge, Skills, and AbilitiesRelevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)Broad knowledge of contact center and customer service operationsKnowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.Integrity, Customer focus, InnovativeDisplays teamwork and leadership skillsGood communication and interaction skillsStrong problem-solving skillsAdaptable to change and able to work under pressureGood time management skills and able to multi-taskFlexible with schedule to accommodate working in a 24x7 environment and international time zone.QUALIFICATIONSEducation1 to 2 years' work experience in a contact center (BPO) environment preferredHigh School Diploma/GEDInternal Eligibility Criteria:No active PIP within the last 6 monthsGood Attendance Record, 85% or higher for the last 90 daysQA Scores, 85% or higher average for the last 90 daysLOB KPIs at or above goal for the last 90 daysFor lateral transfers, 6 months in current role/LOBFor promotions, no minimum tenure requiredThis description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!.