Associate, WFM Real Time Management

Job description

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