Associate, WFM Real Time Management

Job Title:

Associate, WFM Real Time Management

Job Description

Ensure real-time operational efficiency by monitoring and adjusting resource allocation, service flows, and performance indicators, ensuring SLA compliance and the best experience for both customers and employees.

• Monitor real-time call, chat, and email volumes, adjusting resource distribution as needed.
• Act proactively to mitigate risks of missing Service Level Agreement (SLA) targets.
• Perform schedule adherence analysis and propose immediate corrective actions.
• Interact with supervisors and operational leaders to communicate deviations and recommend adjustments.
• Produce real-time and post-shift performance reports with insights for continuous improvement.
• Support the implementation of contingency strategies in critical situations.
• Utilize WFM tools for monitoring and adjustments.
• Communicate clearly and effectively in Portuguese and English, ensuring alignment with local and global stakeholders.

Requirements:

• Proven experience in WFM, with a focus on Real-Time Management.
• Advanced knowledge of workforce management and monitoring tools.
• Advanced English (oral and written) – essential for interaction with international teams.
• Advanced Excel skills and data analysis proficiency.
• Ability to make quick and assertive decisions in dynamic environments.
• Previous experience in contact centers or large-scale service operations.

Pluses (Differentiators):

• Certifications in WFM or specific tools (Genesys, NICE, Verint, Aspect).
• Experience in multilingual or global environments.
• Knowledge of continuous improvement methodologies (Lean, Six Sigma).

Location:

BRA Sao Paulo - Rua Arquiteto Olavo Redig de Campos

Language Requirements:

Time Type:

Full time