Work Flow Manager

WFM Analyst Job Description

This role will work with our Global Active Campaign support team and aims to maximize the impact of the WFM team through greater oversight of our omnichannel queues and maintaining proper agents' schedules to monitor adherence and productivity.

Role & responsibilities

• Ensure that weekly schedules are accurate and account for scheduled meetings, training, and other activities
• Update schedules in the WFM tool with changes to tasks
• Monitor and communicate in real-time with stakeholders the intraday management of staff for all channels and report on any adjustments
• Adjust and adapt to changes in real-time regarding the intraday needs of the business to maximize our resources
• Review weekly with AC WFM and stakeholders to keep up to date on capacity and business strategy changes
• Report real-time on attendance for contact center personnel
• Monitor communications from stakeholders regarding adjustments or recommendations to staffing and completing requests
• Update all requests received from Slack channels
• Process all WFM requests within SLA
• Monitor trending issues and coordinate with stakeholders for necessary actions
• Monitor Zendesk dashboards for all queues in real-time with inbound volume and KPIs

Requirements:

• Previous experience in WFM
• Open for Night Shift
• Ability to communicate effectively to necessary stakeholders
• Comfortable making real-time decisions on staffing needs
• Experience working with a WFM scheduling tool
• Experience working in a ticket management system such as Zendesk

Contact Person - Sonakshi Gupta (HR)