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Job Details

Specialist WFM Real Time - Las Vegas

Company name
TeleTech Holdings, Inc

Las Vegas, NV, United States

Employment Type

Posted on
Nov 06,2019

Valid Through
Feb 19,2020

Apply for this job


Specialist, WFM Real Time - Las Vegas','02JUI','Entry Level','!*!Job Code: OPWMRTS2Job Title: Specialist, WFM Real Time


Management Specialist

 Workforce Management (WFM) Specialists are accountable for

managing agent staffing to client delivered volumes. They are responsible for

meeting client required service levels while also maintaining appropriate

in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet

TeleTech financial requirements. Responsibilities include: understanding the

contractual parameters of the client; in-chair occupancy, average call handle

time; tracking and trending call volume history; tracking associate

absenteeism and other components of the overall work flow; provide,

coordinate, analyze and consolidate all schedule adherence data in order to

deliver processes and project work in a timely and accurate manner following

company and client requirements and standards. They WFM Specialists are

responsible for presenting production reports and data analysis. WFM

Specialists work closely on day-to-day basis with operations Team Leads. WFM

Specialists are expected to have a thorough working knowledge of TeleTech’s

policies and procedures related to WFM duties and client specific

requirements and expectations of service level.

Key Performance Objectives

1. Achieve 100% of accuracy and speed in delivery of

requirements. WFM Specialists are given daily, weekly, and monthly tasks,

which must be met on time. They provide real time monitoring for schedule

adherence; track call volume history. WFM Specialists prepare production

reports and data analysis for Team Leads. They are accountable for schedule

modifications based on various work flow components, such as associates

breaks, lunches, time off, vacations, outages, etc. (Time management,

achievement motivation, results orientation, efficiency, accountability)

2. Learn key business objectives, timeframes, and requirements

associated with each goal and task. Become a WFM process and system expert.

This includes high level of knowledge of WFM practices and policies and

having a thorough understanding of systems that support those functions, such

as EWFM (Employee Work Force Management), Avaya, and other TeleTech’s and

client specific tools and systems. Adapt quickly to any changes in the

process. Be able to troubleshoot and analyze staffing issues, and work

closely with WFM to uncover and report issues that will impact WFM systems

and processes. Understand the requirements for each task while strictly

adhering to TeleTech’s policies and client requirements/expectations.

(Attention to detail and process, follow-through, technical knowledge, ability

to learn, analysis)

3. Understand and improve the key success metrics associated

with workforce management goals. These include: IOCC% and POCC% management

Achieve client level service objectives Manage staff to volumes and adjust

accordingly Schedule adherence Outage management

WFM Specialists should gather information, analyze data, observe

the process and participate in efforts to constantly look for opportunities

to improve current process affecting schedule adherence and reporting and

communicate their ideas to their managers regularly. (Observation,

innovation, creativity, collaboration, communication)

4. Deliver consistent high quality customer service. Respond to

all customer (internal/external) requests within the established time frames.

Maintain a positive, respectful and caring attitude when working with others.

Communicate scheduling and staffing problems clearly and reassure customers

that issues will be resolved quickly and deliver with minimum long term

impact. Proactively share all work force issues with management. Take

personal responsibility for solving and finding solutions. (Customer focus,

friendly, helpful, accountability, diplomacy, communication)

5. Escalate staffing issues as appropriate. Clearly identify

work force issues including the scope of the problem and relative urgency.

Provide clear documentation of the issue to the appropriate team. Answer

questions and assist in isolating the root cause of problems. Participate in

testing solutions to ensure problems have been resolved. (Analysis, problem

solving, judgment, communication, system troubleshooting)

Basic Qualifications

·        Strong understanding of Teletech’s business,

core values, and goals

·        Strong interpersonal skills in dealing with a

diverse population

·        High customer service orientation

·        High level of integrity, honesty, and judgment

·        Math/statistics and computer proficiency

·        Ability to respect and ensure strict

confidentiality of customer data.

·        Demonstrated multi-tasking capability and

proven success in fast paced environment

·        Strong attention to detail and desire to

follow procedures

·        Strong verbal and written communication skills

·        Working knowledge of database applications

such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology


·        Reporting

Preferred Qualifications

·        Knowledge of call center business

·        Call center experience


Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited

headhunter and agency resumes. Headhunters and recruitment agencies may not

submit resumes/CVs through this web site or directly to any employee.

TeleTech, and any of our subsidiaries, will not pay fees to any third-party

agency or company that does not have a signed agreement with TeleTech.



','Operations / Business Support','US-NV-Las Vegas','','Specialist, WFM Real Time - Las Vegas

Company info

TeleTech Holdings, Inc
Website :

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