Job Description

JOB PURPOSE

Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

Key Responsibility Areas

• Accurate Attendance/Absence updating on WFM systems
• Monitor contact centre to ensure optimal staffing levels
• Flag all or any deviations to schedules
• Facilitate real time discussion with relevant stakeholders
• Complete root cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Ensure that all reports originating from the department are accurate, relevant and reliable
• On the day sch...