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Workforce Management (WFM) in Tunisia, Tunisia

National Pen

Job Title: Workforce Management (WFM)

Report to:Operation and Sales manager

Location : Tunis

Overview of Role:

Full-Time Position

The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the centers service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The real time analyst is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries

What you will do:

Key Outputs

  • Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
  • Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
  • Analyze and report real-time and historical performance trends to the operations manager

Key Responsibilities /Duties

  • Manage real-time agent adherence to schedule and log relevant schedule exceptions.
  • Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, vacation recommendations
  • Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
  • Highlight system outages affecting the center to the operation managers
  • Prepare, maintain and update process documentations as identified and requested.
  • Make recommendations toward performance improvement including training and shift adjustments needs.

Key Competencies/Traits

  • Highly resourceful with the ability to work independently and take initiative
  • Excellent verbal and written communication skills
  • Strong interpersonal skills and the ability to communicate with many different levels of personnel
  • Ability to juggle multiple and changing priorities efficiently and effectively
  • Aptitude for effective data analysis and reporting

What we need from you:

  • Experience as WFM will be a plus
  • Fluent level of English
  • Strong skills in Microsoft Office with emphasis on Excel
  • Experience with working with ACDs, IVRs and Workforce Management Contact Center tools
  • Experience in Real-time Monitoring, Scheduling or Forecasting

**** Only CV in English will be considered ****

About National Pen

National Pen Promotional Products Ltd trading as National Pen is part of the National Pen Corporation whose Head Office is in San Diego, California. We provide business and professional people with personalised pens, pencils and other promotional items to enable them to effectively advertise their businesses at an economical cost. Our business is generated by using a combination of Online Marketing, Direct Mail Marketing and Telemarketing and most customer orders are personalised from our own on-site manufacturing facility. We sell our products on 22 countries over Europe.

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