Real Time Manager

Job Description - Real Time Manager UX) Real Time Manager - UX Main objective / Context The Regional Workforce team is tasked with forecasting demand and scheduling staffing across the region based upon historical data and known future events. The Regional WFM manager acts as a link between the central team and the markets, applying their and other people’s local business knowledge so that all work can be optimally completed. Once staffing plans are agreed and signed off they are implemented by each market and managed through to their day of execution. Real Time Manager Is responsible for Service Level optimisation for the country, with accountability and full control over FTE allocation to meet operational needs. He/she is responsible for collaborating with multiple levels of leadership to balance productivity and performance across the locations. Core function will be to manage all intraday processes and operational resources to achieve business service level objectives and maximize efficiency, productivity and occupancy. This includes intraday monitoring staffing levels, and what individual counsellors are doing, taking action to address any discrepancies and, if necessary, controlling which channels (email, phone or other) that counsellors work on at any given time in order to facilitate optimal service level achievement. The jobholder is the decision making person for any on the day discretionary shrinkage and is responsible for ensuring that all actual shrinkage exceptions are input into the WFM system in a timely manner. Duty Manager Ensuring fully optimised and equalised SLA performance across multiple sites and channels; Balance service level delivery between telephone, email and any other relevant channels Coordinate overflows and utilisation of reserve/virtual teams to meet SLA requirements and also retain ‘home’ team calls where possible. Coordinate offline activities in-line with the WFM system and capacity plan, ensuring that staff attend on time and that activities do not over‑run or overlap Monitor real time adherence of staff and liaise with local sites to ensure that their teams are delivering the planned and expected resourcing levels, challenging exceptions where appropriate When necessary, source additional resources via flexible hours, overtime and other sites to support operational needs Facilitate sites in delivering reduced staff hours or additional holiday if on the day demand workloads require this and it is permitted in the particular market Refine on the day and next day plans, responding appropriately to changes in demand Act as initial escalation point to deal with any challenges relating to WFM outputs or accuracy, passing anything that cannot be overcome upwards to the Regional WFM Manager Working closely with the Regional WFM Manager to maintain/improve/meet in‑country operational and WFM KPIs Have a good understanding of the long‑term forecast and live capacity plan to brainstorm with the APAC WFM team to smoothen the intraday projection variances Manage the WFM system, updating with on the day exceptions and making informed decisions based on real time events and performance. Ensure appropriate coordination and scheduling of contact/non‑contact activities (meetings, trainings, special projects are minimized in peak volume times) Proactively cancel or increase any pre‑planned discretionary shrinkage as required Act as an initial point of contact for sickness reporting (if required) Promote and drive the correct usage of work states so that all agent activities can be accurately measured and planned Produce analysis from the WFM system to support Managers assess performance of their team in relation to sickness, absence, lateness, offline activities and trends/behaviours. Understand and communicate reasons for non‑delivery of service level where required Irregular Operations/Contingency responsibility. Unplanned event monitoring and corrective action responsibility. Management Coaching and training for management as needed relate to criticality and importance of real time management Other Tasks Run side projects / business analysis based on needs / activity Qualifications Communication Clear and concise at communicating. Able to tailor message for audience. Effective communicator. Knowledge and ability to communicate effectively related to WFM/Contact Center metrics and terminology Actively supports the sharing of information Not afraid to challenge others when putting performance first Analytical Ability to identify contact trends, business impacts and data driven solutions Create actionable insights from large data sets Proactive problem solving skills, prioritisation of business needs, and continuous improvement oriented Report and dashboard creation capabilities Teamwork Builds and maintains productive relationships across a geographically diverse team Able to work with on‑site and virtual teams Production & Quality High standards of achievement & strong result orientation Reliable and accountable Focused on achieving and measuring success Uses initiative to continually improve services and processes Produces work that is error‑free and presented appropriately according to the audience Good knowledge of planning principles, including shrinkage, occupancy, capacity planning and forecasting Technical Skills Languages: Local language(s) for the market being covered English fluent: written and oral Able to work within a multicultural environment Presentation Skills: Clear and concise communication (reporting, presentation) Ability to speak in front of senior audience Expert knowledge of MS Word, Excel, PPT, etc. Basic knowledge of WFM systems eg Totalview, Impact 360, eWFM or CWT’s in‑house tool an advantage Knowledge of telephony and email management platforms and routing principles Specific Skills Workforce Management knowledge Experience in contact centre operations at a supervisory level Education/Experience Education Educated to degree level or equivalent experience Experience Experience in Contact Center Real‑time Management Experience in service / contact centre operations ideally at a supervisory level Experience of working in a multi‑site environment As an Equal Opportunity Employer/Affirmative Action employer, CWT will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class. 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