Specialist, Workforce Management at TTEC

Specialist, Workforce Management

Bringing smiles is what we do at TTEC… for you and the customer. As a Workforce Management (WFM) Specialists are working onsite in Cape Town, South Africa, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Looking for an opportunity to be part of a team? You will be responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TTEC's financial requirements.

During a Typical Day, You’ll

• Achieve 100% of accuracy and speed in delivery of requirements (Time management, achievement motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each goal and task (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
• Understand and improve the key success metrics associated with workforce management goals (Observation, innovation, creativity, collaboration, communication).
• Deliver consistent high quality customer service (Customer focus, friendly, helpful, accountability, diplomacy, communication.
• Escalate staffing issues as appropriate (Analysis, problem solving, judgment, communication, system troubleshooting)
• 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.
• WFM Specialists are expected to have a thorough working knowledge of TTEC's policies and procedures related to WFM duties and client specific requirements and expectations of service level.

What You Bring to the Role

• Strong understanding of TTEC'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 quickly
• Reporting