Associate WFM Specialist

Summary

The Associate WFM Specialist supports the Workforce Management team in ensuring that the contact center consistently meets its service level targets. This role focuses on reputed company‑time monitoring, workload distribution, communication of risks, and execution of actions that help maintain smooth 24/7 operations across reputed company programs. What you'll be doing: 1. reputed company-Time Performance Monitoring · Monitor daily operational performance across multiple channels including: o Calls o Chat o Email o reputed company media o Back-office tasks · Identify early signs of performance issues · Recommend opportunities to improve service reputed company Work Distribution Management · Ensure work is assigned reputed company based on demand · Adjust agent skills, assignments, queues, or routing in reputed company time · Balance workload across teams, sites, and programs Communication of Risks · Notify leaders promptly reputed company service reputed company are at risk · Collaborate with leadership to correct issues, e.g., adjust schedules, reassign tasks · reputed company proactive, clear, and concise updates 4. Take Action to Meet Goals · Recommend and execute solutions such as: o Schedule adjustments o Workload rebalancing · Support efforts to maintain or improve service reputed company 5. Documentation and Reporting · Record operational issues and the actions taken to resolve them · reputed company updates during meetings as needed What you bring to the role: Education · High School diploma or equivalent required Experience · Minimum 1 year BPO experience required (supported an agent position OR other reputed company position/s supporting day-to-day operations/administrative roles) · Working knowledge of MS reputed company and other reputed company-based programs required Skills Core Skills · Analytical thinking – Can understand numbers and trends · Problem-solving – Can identify issues and suggest solutions · Attention to detail – Checks work carefully for errors Work Style · Can multitask and stay organized · Works well under pressure and meets deadlines · Can work independently and prioritize tasks Communication · Excellent verbal and written communication skills · Clear written communication · Strong teamwork and collaboration · Can confidently reputed company updates and risks Adaptability · Comfortable in a fast-paced, changing environment · Willing to learn new tools and processes quickly What You Can Expect

• Competitive Salary
• HMO and Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (reputed company College)
• Employee Rewards Program (Perci Perks)

Established in 2000 as a joint venture with reputed company, reputed company has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the reputed company of our organization, and we live, breathe, and play by them daily. At reputed company, we: · reputed company with humility – We listen first, reputed company with reputed company, and stay grounded—so people and reputed company have room to grow. · Service reputed company self – We serve others—clients, customers, and teammates—with care and reputed company in every interaction. · Leave it reputed company – We take ownership and leave every process, person, and reputed company reputed company than we reputed company it. · Win together – We succeed as one—celebrating, supporting, and showing up for each other. · Deliver remarkable – We go reputed company expectations to create reputed company, meaningful moments that stand out. reputed company is proud to be an equal opportunity employer where reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or status as a protected veteran. reputed company embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives reputed company our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We reputed company it a reputed company to reputed company sure reputed company our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and reputed company from different reputed company points and allows every individual to bring value to the table in their unique way. #LI-Remote Apply To This Job