Job Description

WFM Steering Specialist is responsible to deliver Real Time Steering (RTA) targets to achieve the customer KPI’s with a given forecast, given AHT and target service levels by managing multiples customer and work queues by steering the available agents in an effective and efficient way. Below are skills and expected minimum experience and qualification.

• Manage the agents’ skills movements as per the call volume and ensure adequate availability of agents in each queue.
• Review the Aux codes and ensure the agents are adequately using the AUX time as needed.
• Sent out alerts and information about the queue status while monitoring the queue for the day.
• Manage daily attendance and program break schedules, report issues with absenteeism, schedule adherence.
• Maintain the steering notes / incident log to record the steering progress and report issues and open points on a regular basis.
• Provide ongoing Call Center operational analysis such as intra day reports, end of the shift specific reports.
• Work closely with the operations team to analyze and help improve their delivery processes and steer with objective to meet or exceed service levels.
• Participate in daily/ weekly steering meetings and provide steering feedbacks and high lights issues affecting process delivery.
• Generate ideas for process and service improvement planning.
• Work on steering quality audit finding and work on identified improvements areas in agreed timelines.
• Create and continue to update steering manuals for own use and document the characteristics of each queue and help to update the Real Time Steering (RTA) play book.
• Balance multiple priorities with little or no direction in order to achieve the service levels in each interval – demonstrate the expertise and knowledge to drive results.
• Ensure own attendance discipline and schedule adherence.

Qualifications

• Task master with ability to deliver the RTA goals and objectives by continuously monitor the queues and steer the agents to make sure optimum availability of agents who logged in at any interval of the work schedule.
• Quick learning capabilities and ability to understand the services and work queues we offer.
• Open to learning and develop skills needed as and when new customers / queues added.
• Highly Analytical and logical to understand a queue behavior based on call arrival pattern.
• Ability to foresee the work queue situation based on the Intra Day Plan of call forecast based on historical call data defined for the day’s interval.
• Ability to identify (discover) queue issues and ability to find solutions impacting customer performance.
• Comprehensive competency with call center technology such as Genesys. Strong knowledge in WFM scheduling tool such as Verint.
• Excellent communication skill with ability to communicate with Operations Managers, Team Leads, agents.
• Ability to understand the agent’s behavior in an empathetic way and have the skill to separate people and process problem – ability to contribute in team work environment
• Highly energetic and go getter personality trait.
• Ability to take decision to decide on queue management
• Understand the work force terminologies such as Service levels, AHT, Utilization, Occupancy, shrinkage and their impact on organization
• Excellent time management and planning skills.
• Must have good working knowledge in MS office applications

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.

All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.