Job Description
Associate WFM Specialist
Summary
The Associate WFM Specialist supports the Workforce Management team in ensuring that the contact center consistently meets its service level targets. This role focuses on real‑time monitoring, workload distribution, communication of risks, and execution of actions that help maintain smooth 24/7 operations across all programs.
What you’ll be doing:
Real‑Time Performance Monitoring
Monitor daily operational performance across multiple channels including:
- Calls
- Chat
- Social media
Identify early signs of performance issues and recommend opportunities to improve service levels.
Work Distribution Management
Ensure work is assigned efficiently based on demand, adjust agent skills, assignments, queues, or routing in real time, and balance workload across teams, sites, and programs.
Communication of Risks
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