Associate WFM Specialist at Percepta South Africa

Cainta, Rizal, Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

0.0

Posted On

22 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-Time Performance Monitoring, Work Distribution Management, Analytical Thinking, Problem-solving, Attention To Detail, Multitasking, Verbal Communication, Written Communication, Teamwork, Collaboration, Adaptability, MS Excel

Industry

Outsourcing/Offshoring

Description

Summary The Associate WFM Specialist supports the Workforce Management team in ensuring that the contact center consistently meets its service level targets. This role focuses on real‑time monitoring, workload distribution, communication of risks, and execution of actions that help maintain smooth 24/7 operations across all programs. What you'll be doing: 1. Real-Time Performance Monitoring · Monitor daily operational performance across multiple channels including: o Calls o Chat o Email o Social media o Back-office tasks · Identify early signs of performance issues · Recommend opportunities to improve service levels Work Distribution Management · Ensure work is assigned efficiently based on demand · Adjust agent skills, assignments, queues, or routing in real time · Balance workload across teams, sites, and programs Communication of Risks · Notify leaders promptly when service levels are at risk · Collaborate with leadership to correct issues, e.g., adjust schedules, reassign tasks · Provide proactive, clear, and concise updates 4. Take Action to Meet Goals · Recommend and execute solutions such as: o Schedule adjustments o Workload rebalancing · Support efforts to maintain or improve service levels 5. Documentation and Reporting · Record operational issues and the actions taken to resolve them · Provide updates during meetings as needed What you bring to the role: Education · High School diploma or equivalent required Experience · Minimum 1 year BPO experience required (supported an agent position OR other frontline position/s supporting day-to-day operations/administrative roles) · Working knowledge of MS Excel and other Windows-based programs required Skills Core Skills · Analytical thinking – Can understand numbers and trends · Problem-solving – Can identify issues and suggest solutions · Attention to detail – Checks work carefully for errors Work Style · Can multitask and stay organized · Works well under pressure and meets deadlines · Can work independently and prioritize tasks Communication · Excellent verbal and written communication skills · Clear written communication · Strong teamwork and collaboration · Can confidently share updates and risks Adaptability · Comfortable in a fast-paced, changing environment · Willing to learn new tools and processes quickly #LI-hybrid

Responsibilities

The Associate WFM Specialist monitors real-time operational performance across multiple channels to ensure service level targets are met. This includes managing workload distribution, communicating risks to leadership, and executing schedule adjustments to maintain 24/7 operations.