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The role
The WFM Traffic is in the Centre of Expertise Workforce within the Production Control department.
There are two sides to this role; “Service Level Management” and “Schedule Adherence Management”. These may be divided between different persons during bigger projects.
Purpose of the position
Ensuring that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).
Precise realization of agent timetables, but in such a way that the Xerox- and specific project-targets (KPI’s) are met within the set policy.
Primary Duties and Responsibilities
• Periodical intraday monitoring of realization versus forecast calls, AHT, shrinkage and coverage and other relevant planning parameters
• Periodical intraday and intraweek monitoring of corrective measures in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these measures to OPS Management.
• Intraday reforecast of planning parameters
• Intraday and intraweek rescheduling of CSR timetables; intraday adaptation of CSR timetables
• Record events and incidents
• Constant intraday monitoring of CSR timetable realization and CSR productivity
• Address CSR’s (via email or chat) OR advise Team Leader, in case they are not working according to set timetable, and/or are insufficiently intraday productive and/or show too much intraday deviation in the area of project KPI’s
• Escalation of excesses and repetitions to Team leaders of CSR’s that are not working according to the set timetable, and/or are not sufficiently productive.
• Recording deviations; keep track of timetable deviations in the planning tool
• Clearly define follow-up actions OR advise with regards to the observed deviations;
• Compile overview with regards to attendance registration, log in time, exact time spent on the phone, productivity and others concerning project relevant indicators;
• Consult Team leader(s) and Delivery Manager(s) about the course of business, problems and any particulars.
• Report intraday realization WFM parameters
• Give advice for efficiency improvement to Client Team and WFM Planner/Business Partner.
Critical Technical & Behavioral Skills/Qualifications:
HBO relevant direction (mathematics, statistics, economics, informatics)
Analytical and numerical insight
Strong communication skills
Strong workload organisation skills
MS Office and specifically Excel
Strong knowledge of contact centre processes and procedures
Thorough knowledge of traffic theory (erlang) and WFM.
Knowledge of WFM Invision
Knowledge of KPI, definitions and mutual context
We are looking to fill this position as soon as possible. Please apply only in the nature specified.
We thank everyone for applying, however only successful candidates will be contacted for an interview.
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
