Specialist, WFM Real Time

Job Listing No: 9740000

Specialist, WFM Real Time

TTEC – Mandaluyong City, Metro Manila – Workforce Management Specialist Workforce Management (WFM) Specialists are accountable for managing agent staffing to client delivered volumes. They are responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TeleTech financial requirements. Responsibilities include: understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow; provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards. They WFM Specialists are responsible for presenting production reports and data analysis. WFM Specialists work closely on day-to-day basis with operations Team Leads. WFM Specialists are expe… – Permanent – Full-time

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