Associate, WFM Real Time Management
Core
Manage agent preferences, time-off requests, shift bids, training, and overtime based on intraday performance reports to meet business goals.
Role type
Associate Workforce Management (WFM) Real Time Management
Builds
Accurate and timely schedules and staffing plans for assigned business units
Domain
Business Services / Customer Engagement
Required skills
WFM tools (IEX/eWFM/Avaya/Genesys), Microsoft Office, scheduling, staffing analysis, process improvement, financial impact analysis, report preparation
Preferred skills
None stated
Technologies
IEX, eWFM, Avaya, Genesys, Microsoft Office
Responsibilities
Manage agent preferences, time-off requests, shift bids, training, and overtime; Collaborate with business units, quality, and training to schedule training and coaching; Review scheduling processes to uncover efficiency opportunities; Consult with operations to set staffing thresholds; Develop schedules and staffing plans; Identify and escalate schedule/plan changes; Prepare reports for hiring needs and staffing analysis; Maintain WFM tools and setups
Seniority
Entry-level, hands-on IC
