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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
OVERVIEW
This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.
PRIMARY RESPONSIBILITIES
• Perform real-time monitoring and schedule adherence tracking during the program's hours of operations.
• Verify communication of all information relevant to staffing
• Update employee and team data maintained in the workforce management software
• Assist Operations with any schedule or staffing information requirement.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violation
• Monitor, track, and report agent schedule adherence and employee occurrences
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.
Knowledge, Skills, and Abilities
• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
• Broad knowledge of contact center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, Customer focus, Innovative
• Displays teamwork and leadership skills
• Good communication and interaction skills
• Strong problem-solving skills
• Adaptable to change and able to work under pressure
• Good time management skills and able to multi-task
• Flexible with schedule to accommodate working in a 24x7 environment and international time zone.
Minimum Requirements and Competency Expectation
Internal Eligibility Criteria:
Pay Rate
39520
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
OVERVIEW
This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.
PRIMARY RESPONSIBILITIES
• Perform real-time monitoring and schedule adherence tracking during the program's hours of operations.
• Verify communication of all information relevant to staffing
• Update employee and team data maintained in the workforce management software
• Assist Operations with any schedule or staffing information requirement.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violation
• Monitor, track, and report agent schedule adherence and employee occurrences
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.
Knowledge, Skills, and Abilities
• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
• Broad knowledge of contact center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, Customer focus, Innovative
• Displays teamwork and leadership skills
• Good communication and interaction skills
• Strong problem-solving skills
• Adaptable to change and able to work under pressure
• Good time management skills and able to multi-task
• Flexible with schedule to accommodate working in a 24x7 environment and international time zone.
Minimum Requirements and Competency Expectation
- 1 to 2 years work experience in a contact center (BPO) environment as a real time analyst
- High School Diploma/GED
Internal Eligibility Criteria:
- No active PIP within the last 6 months
- Good Attendance Record, 85% or higher for the last 90 days
- QA Scores, 85% or higher average for the last 90 days
- LOB KPIs at or above goal for the last 90 days
- For lateral transfers, 6 months in current role/LOB
- For promotions, no minimum tenure required
- 1 year of previous leadership within a call center environment preferred
Pay Rate
39520
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: WFM Specialist 1
Req Id: R26_01976
Posted At: Sat Apr 18 2026 00:00:00 GMT+0000 (Coordinated Universal Time)