WFM Support Operations
Core
Real-time monitoring and analysis of support queues to identify gaps affecting customer response times, recommending schedule changes, and executing critical staffing plans.
Role type
Workforce Management (WFM) Support Operations Associate
Builds
Staffing models, forecasts, and intraday schedule adjustments for customer support teams
Domain
Customer Support Operations / Workforce Management
Required skills
Real-time analysis, intraday monitoring, volume forecasting, schedule adherence management, resource constraint evaluation, stakeholder communication
Preferred skills
Workforce Management Real Time Analysis (RTA), technical troubleshooting
Technologies
WFM tools, scheduling systems
Responsibilities
Monitor adherence to schedules and communicate trends to team leads; Monitor incoming volume from all channels and evaluate against planned intervals; Evaluate resource constraints impacting response times and propose solutions; Handle call-outs and approve schedule adherence exceptions; Monitor and escalate customer support requests for schedule adjustments or ticket escalations
Seniority
Associate, hands-on IC