WFM Monitor

Position: WFM Monitor Location: Metro Manila, Philippines
Job Id: 1393 # of Openings: 2 GlowTouch  is looking for an extraordinary  Workforce Management (WFM) Monitor  to join our motivated and ambitious team.

What Will You Do?
As the Workforce Management (WFM) Monitor you will monitor real time data and make / recommend staffing adjustments across global sites to ensure service levels are being met across the business.

In addition the Workforce Management (WFM) Monitor will:

Have high engagement with Vendor WFM and Operations team to drive performance and WFM practices

Identify root cause for performance gaps and recommend solutions to operations

Monitor intra-day work volume, real-time staffing, AHT, agent adherence, technology functionality

Provide information on employee activity, absences, meetings and other schedule exceptions

Ensure resour...