Specialist, Workforce Real-time

A Workforce Management professional that provides Operational Workforce Management analytical support and consultative guidance around established WFM processes and procedures.  Enabling and educating the Operational Teams on the proper use of established WFM policies and procedures to assist in leading the Operational Teams to optimize costs, revenue delivery, and guest experience. 

Empowered to make business decisions using the tools, insights, and resources available, enabling the Operational teams to deliver on Operational Key Performance Objectives. Ensuring all WFM processes and procedures are following the IHG business, local regulatory, and audit requirements while working within the established customer service and service level agreements.

ROLE PURPOSE:

• Monitor service level performance at interval level against planned AHT, Aux & Shrinkage (ACS) and correlate with non-adherence at agent level.
• Make call outs on performance and staffing level to floor supervisors (Manager on Duty = MOD) for appropriate action on non-adhering agents
• Make follow up and ensure call outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. 
• Manage Breaks for agents
• Making key call outs of critical key performance metrics.
• Prepare EOD performance analysis reports
• Business Continuity process adherence and support

KEY ACCOUNTABILITIES:

Real-Time Threshold Management 

• Responsible for monitoring queues in real time to identify any risk to contractual KPI’s like Service level/ Aban % / Average Wait time (SMS) / Handling Capacity / AHT.
• Follow the Tier Table in SLA document to send alerts to program management as soon as KPI’s reach or exceed defined thresholds.
• Responsible for flagging agents for agent level metrics like AHT. 
• Ensure that the agents are following the scheduled breaks & are not exceeding the total ACS for the day

Real-Time Lever Management

• Communicates to the Service Delivery Leaders on program Service Levels (Real Time) via chat/email/call. 
• Requestion additional or Extra Hours (EH)/ declare All Hands On Deck/  ask support staff to login/ adjust breaks/allow off phone activities as per Service Level perfomance

Report Internal Daily Performance & Attendance reporting

• Responsible for sending EOD performance report to programs providing details of intraday & day level performance.
• Responsible for sending mid shift & EOD Absenteeism. 
• Maintenance of automated interval reports & Aux/AHT reports  are already in place - ensure continuity of such reports.
• Analyze intraday performance analysis  and identify areas of opportunity for improvement 

Support activities as assigned by supervisor

• Change agent skill assignemts to meet queue needs & maintain service levels. 
• Audit Genesys skill assigment of agents regularly to ensure the agents have correct skills. 
• Ensure all internal/outsources’ outages are well documented and coordinated with Tech team via the BC Process.

WHAT WE NEED FROM YOU:

Education: Graduate - Preferably Mathematics, Statistics background 

Professional Background:

• 2+ years of work experience in a Contact Center
• Minimum 8 months experience in WFM function
• Good understanding of office workflow  -  mails, policy adherence etc 
• Preferably been a Reporting Analyst/Specialist or Workforce Analyst/Specialist.
• Willingness to work in Night shifts and rotating shifts

Technical Skills and Knowledge:

• Good Aptitude
• Strong knowledge in MS-Excel
• Good Communication skills
• Basic knowledge in WFM concepts
• Knowledge of Contact Center application such as Genesys Cloud/ SKPI/ CMS Avaya Supervisor/ eWFM /IEX /Salesforce is preferred. 

Competencies Traits:

• Analytical Skills
• Fast-pace
• Flexibility/Adaptability
• Focus on Metrics
• Listening Skills
• Teamwork
• Work Ethic

IMPORTANT: 

• Anyone applying for the role must be at least 18 years old and flexible to work on shifting schedules including morning, mid and graveyard shifts, holidays and weekends for 24/7 support. 
• Amenable to Work-From-Home 

Join us and not only can you benefit from the world of variety and opportunity that comes with working for a global organization, you can also look forward to being part of a company that will appreciate you for being you and experience world class IHG Benefits:

• Regularization of employment after 3 months
• IHG Hotel Discounts Worldwide for you and your family and friends
• Retirement Plan
• Medical Insurance (effective Day 1 for employees and can be extended to 3 of your immediate family members)
• Dental Insurance
• Life Insurance
• Accident Insurance
• 30 days of Leave Credits per completed year
• 20% night differential pay
• Global Recognition Programs
• Global career opportunities, training and room to grow opportunities
• Great Office Location
• And Much More!