Job Posting for COL - WFM-RTA at Continuum Global Solutions
Bogotá, Bogotá D.C., CO, 111611
Description:
for Canal Austria
Proficiency in German at a business level
English on communicative level
Fulltime 40 hours
50% Early shift 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET) Every 2nd Saturday (free day during week)
Callcenter experience
Analytical thinking (basic mathematical and excel test)
Responsibility, pro-activity and confident to distribute work
etc
for Canal Netherlands
Proficiency in Dutch at a business level
Can be parttime 30 hours with occasional full hours
English on communicative level
50% Early shifts 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET) Every 2nd Saturday (free day during week)
Callcenter experience
Analytical thinking (basic mathematical and excel test)
Responsibility, pro-activity and confident to distribute work
Etc
ESSENTIAL FUNCTIONS:
Job Description
Purpose of the position:
Oversees current week schedule adjustment, real-time monitoring, tracking, documenting, communicating, and reporting on multiple channels/lines of business to meet the program’s contractual metrics.
Key task & result areas:
Intraday Management
Maximize call-outs of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
Real-time monitoring of assigned program queues and applying corrective actions to achieve and/or optimize KPI / contractual requirements.
Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements.
Routing and allocating of agent skillsets using a documented structured approach.
Perform other duties assigned related to WFM Real-Time Management
Requests Processing & Data Analysis
Processing and approval of tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency and other KPI goals are met.
Serves as Point of Contact
First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue.
Coordinate and collaborate with Operations, IT, HR and other departments to ensure 100% production functionality.
Recommend procedural and operational guideline changes to improve communications and operational efficiency.
Social interaction:
The GWFM Real-Time Analyst performs various activities in close consultation and collaboration with GWFM Scheduler, GWFM Planner, GWFM Business Partner and GWFM Supervisor. Outside the WFM department the RTA collaborate with and has frequent contact with Operations Management (Supervisor and Manager) regarding performance and daily and weekly performance strategies.
Additions:
N/A
Job Requirements
Education requirement
Required
Intermediate vocational education (High School Diploma or GED) unless regionally different
Minimum skills to hire:
Minimum
Effective operational language proficiency of Business English, Dutch and German, and any other required languages to perform the job (e.g. the language of the business location)
Minimum
Advanced proficiency of mathematical and analytical skills
Minimum
Advanced proficiency of communication skills
Minimum
Strong collaboration skills
Minimum
Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
Minimum
Ability to focus on performance and results, and to act accordingly
Minimum
Knowledge of general contact center processes
Minimum
Problem signaling and solving skills
Preferred
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
Preferred
Knowledge of the COPC methodology
Preferred
Knowledge of the Lean Six Sigma methodology
Preferred
Result-oriented collaboration
Preferred
Proactivity
Preferred
Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
Preferred
Previous RTA experience is a plus. Analytics experience or training in the filed.
Preferred
Effective communication & feedback
Key values:
Knowledge
Ownership
Responsibility
Decision
Action
Be an expert – power of knowledge
Take ownership of (WFM) processes
Take responsibility of performance and quality
Make decisions (to improve) – use your knowledge
Act (instead of report and expect someone else to act)
Success factors:
Communication
Analytical abilities
Power of persuasion
Building trust
Initiative
Team player
Result oriented
Customer oriented and self-assured communication and way of working
Punctual and accurate work methods
Initiative
Ability to organize and coordinate tasks/work
Strong knowledge of WFM Processes and contact center environment
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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Bogotá, CU
Full Time