Position Summary

The Workforce Management (WFM) Specialist's primary responsibility is to preserve the center’s ability to

meet contractual service level metrics of each program. This position provides frontline, 24X7 support for

all Percepta programs, with an emphasis on balancing service level goals with an agent schedule

efficiencies through short term forecasts, RTA, reporting and gathering monthly invoice hours and

reviewing the program budget process.

Duties and Responsibilities

Real-Time Service Level Management

• Proactive analysis of performance of all operational channels which include telephone, chat,

email, social media, and back office activities to ensure key performance indicators are being

maintained and identifying opportunities for improvement and prevent missed service levels

before they occur.

• Effectively use our tools/processes to distribute the workload as efficiently as possible (within goal

service levels). This also includes maintaining an expert level of understanding of the

tools/processes in order to continuously identify opportunities for automation/optimization

o Proactively monitor various applications to ensure efficient distribution of calls or work.

Includes dynamic changes to agent’s skills/work-types and control of skill based routing

across multiple call center locations.

o Proactively communicate with leadership, partners and other groups in order to ensure all

stakeholders are aware of any SLA attainment risks.

o Work closely with the Call Center management team to coordinate risk mitigation

strategies to ensure service level metrics are attained (schedule adjustments, workload

balancing, etc.

• Clearly document drivers that impact the programs ability to meet defined goals as well as

strategies implemented to improve or maintain performance.

• Participate in client, program, or project meetings to provide SME feedback and input related to

Real-Time processes and impacts.