Intraday Performance Specialist

Description of the position: Intraday Performance Specialist
Position in the organization: Junior Level
Department: Global Workforce Management
Superior: Head of Global Workforce Management
Interactions: Staff planning team, service providers, team leader of the departments, 2nd
Level, data analysts of the departments and potentially department chiefs, and others eg.
OOS, service provider
GOALS OF THE POSITION:
The role is primarily responsible for Market/Site performance on workforce efficiency
metrics (service levels, abandonment rates, handling times) and overall market and site
optimization.
MAIN RESPONSIBILITIES:
- Monitor and ensure alignment (planned vs. actual) of incoming volumes of customer
requests per time interval, inventory of the individual work pools, personnel
availability per time interval.
- Interpret and assess any deviation of incoming volumes of customer requests per
time interval against forecasts and mitigate any deviation by a request to increase or
decrease staffing as appropriate.
- Independent initiating counter measures to secure the defined service level and the
optimal personnel productivity, i.e.: independent prioritization during the processing
of customer enquiries, independent intraday rescheduling of the employees, taking
into account the incoming volumes as well as the individual skills of the employees.
- Creation, preparation and development of "daily reports", e.g.: demand calculations,
analysis of contact reasons, employees statistic (e.g. distribution of break times),
daily closing mails
- Proactively identifying and reporting issues impacting Teammate productivity –
partnering with Operations and other Support Functions in communicating and
managing the impacts to both our Customers and Teammates
- Partnering with the business to make judgment calls and decisions to deliver the
optimal levels of service and productivity - demonstrating responsibility and
professionalism in balancing customer and shareholder needs.
- Preparing analysis and insights for the business to enable robust decision making that
will ultimately improve efficiency and performance in a customer focused way
- Analyzing and understanding Productivity, Shrinkage, Occupancy, Attrition and
Staffing trends in partnership with other members of the WFM team
- Partnering with Long Term Forecasting and Work Force Planning Teams to enable
alignment of long and short term forecasts.
- Analyzing current processes and proactively recommend changes to improve.
- Assisting with ad-hoc projects or assignments as required

Others:
- Accepts other responsibilities as maybe assigned by superior according to the need
of the Company.
- Creates and preserves the most favorable Company image by conducting all
functions in the most ethical and fair manner.
- Administers all assigned functions consistent with and in support to the goal of the
company.

Job Specific Requirements
Formal Qualifications - College graduate of any BS/AB degree or related field

required
- At least two years related professional experience in the
same industry required (2nd Level or Intraday Performance
Coordinator)

Job Specifics - Good knowledge of the work contents and technical
backgrounds (dependencies, framework parameters of the
execution processes, technical conditions etc.) at the location
general
- Good knowledge of the in-house processes in the specialist
departments and in the WFM at the location, i.e.: which
targets have to be met, are there agreed workflows between
executives and employees, which key figures are established
in the specialist department
- Good knowledge of the used systems within the scope of the
execution of the daily tasks: Genesys, Nice, Avaya, e-WFM and
other related workforce management software
- Good MS Office knowledge with at least an intermediate
knowledge in Microsoft Excel or Google Spreadsheets

Entrepreneurial Competencies

Entrepreneurial Thinking and
Action

- Sets clear content-related objectives and priorities which
increase the company's long-term success (including when
measuring efficiency and performance)
- Uses resources carefully
- Knows the customers' requirements and wishes (externally
and internally) and uses these as a guide when reasonable to
do so.
- Actively keeps himself up-to-date with developments on the
market and among the competition in real time, and reacts
accordingly
- Identifies trends and encourages innovation in a reasonable
balance to what is already in place.

Results Orientation

- Develops target-oriented approaches, keeps his eye on the
target and pushes ahead with conviction to achieve it.
- Weighs up speed, quality and effort for the best possible
achievement of objectives, and acts accordingly.
- Assesses risks and only takes calculated risks when important
to do so, in order to achieve objectives. Analyses the
consequences of actions and takes corrective measures.
- Makes decisions quickly and soundly, even in times of
uncertainty.
- Ensures instruments and processes are continually optimised.

Cooperation

- Shows others appreciation and actively encourages
collaboration/networking with other teams and segments.
- Finds the right tone for the situation, presents sound
arguments and wins over others for his own topics.
- Makes his own point of view transparent and provides
information appropriately (right time, right approach,
relevance)
- Embraces the perspectives, interests and objectives of others,
respects these and integrates them reasonably into the work at
hand. Consistently clarifies mutual expectations.
- Provides positive and critical feedback and issues criticism
constructively.
- Handles conflicts openly, solves them through the application
of active conflict management, thereby advancing joint
development.

Flexibility

- Ensures self-reflection, obtains feedback from others and
derives ideas for his own further development accordingly.
- Views changes as an opportunity, quickly adapts to new
operating conditions and handles uncertainty positively.
- Learns new things, continuously expands his own horizon and
is always in search of new challenges.