WFM Analyst-Real Time
- Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
- Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
- Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
- Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
- Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
- Manages agent profiles within CMS to best utilize all staffing resources
- Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
- Participates in Help Desk calls to relay how issues are impacting the call center
- Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
- Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
- Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
- Provides the business with timely status updates on projects and initiatives
- Complete necessary reports, ad hoc reports as required
Company profile
IBEX Global Solutions
Solutions for Global Business Needs
Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.
Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Capitalizing on Our Core Strengths
Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.
At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.
We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:
INTEGRITY
Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.
RESPECT
Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.
TRANSPARENCY
Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.
EXCELLENCE
Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.