We are looking for an experienced WFM Service Delivery Analyst to support the continued growth and expansion of FoundeverTM Cape Town. The role involves monitoring actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI and optimizes the plan to drive efficiency within the contact center environment.
Requirements
- Collect information for RTM and execute actions to support service metrics
- Collect relevant program information about KPIs/BTP (Expectations)
- Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
- Monitor queue
- Manage skills
- Situation management
- BCP situations: Downtime, System issues, etc.
- Routing issues (client side)
- Volume allocation (Load balancing client side)
- Intraday Management (throughout the day)
- Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
- Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
- Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
- Schedule Adherence (Agent level) as per contractual KPI’s
- Update shrinkage segments in WFM tool
- Flagging agents out of adherence via Chat groups and other media channels.
- Management of adherence /conformance to improve advisor efficiency.
- Monitor real-time call volumes, agent availability, and service level metrics to identify trends, patterns, and areas of improvement.
- Make proactive adjustments to agent schedules in real-time to ensure optimal staffing levels and adherence to service level targets.
- Continuously monitor intraday performance, identifying and addressing any deviations from the schedule, and taking necessary actions to minimize service disruptions.
- Communicate with Operations and Team Leaders to address staffing gaps and provide real-time updates on performance and trends.
- Collaborate with real-time adherence specialists to track and manage agent adherence to schedule and performance targets.
- Production of morning, mid-day and EOD performance outlooks -intended to guide the operational stakeholders and clients.
- Future Weeks Schedule Managment
- Collaborate with the forecasting team to optimize long-term staffing plans based on real-time insights, historical data, and forecasted call volumes.
- Assist in the creation/generation and maintenance of accurate and efficient agent schedules for future weeks based on forecasted call volumes, service level objectives, and other operational requirements.
- Analyze staffing needs and make recommendations for adjustments to ensure adequate coverage and optimal utilization of resources.
- Work closely with the training team to ensure training schedules align with operational requirements and minimize any potential staffing gaps
- Tacking trends on in-centre /out of centre shrinkage – certain operational metrics that are bespoke to WFM inputs (such as AHT).
- Complete mailbox actions for live week and future weeks to ensure accuracy in associate schedules.
- Production of leave analysis reporting and creating “What if Scenarios “ to support client and operational requirements.
- Reporting
- Shrinkage reports
- Deviation Reporting
- Intraday reporting
- Skill/Account level Interval report
- Agent level reporting
- RCA reporting
- Schedule adherence reports
- Feedback to Planning & scheduling
- ID management (if required by client)
- Performance outlooks (morning -mid and afternoon).
- Handle additional responsibilities as assigned by Sr leaders within Foundever.
- Additional reporting to be added should this become a requirement. (Includes post day).
- Data Analysis and Reporting
- Conduct analysis of call center data, including historical performance, call volume patterns, and staffing metrics, to identify opportunities for process improvement.
- Prepare and distribute daily, weekly, and monthly reports summarizing key performance indicators such as service level achievement, agent productivity, and schedule adherence.
- Provide insights and recommendations based on data analysis to enhance operational efficiency and improve customer satisfaction.
- Monitor and track schedule performance metrics, such as schedule adherence, utilization, and shrinkage, and provide recommendations for continuous improvement.
- Collaboration and Continuous Improvement:
- Collaborate with cross-functional teams, including Operations, Training, and Quality Assurance, to align scheduling and staffing strategies with overall call center objectives.
- Stay updated on industry best practices and emerging trends in workforce management to drive continuous improvement and innovation.
- Participate in regular meetings and discussions to share insights, discuss challenges, and propose solutions to optimize scheduling efficiency and agent performance.
- Actively contribute to the development and implementation of new processes, tools, and technologies to enhance schedule management and workforce planning capabilities.
Benefits
