Bank Of Valletta Plc
Malta
Senior Operational Resilience & Third-Party Risk Analyst (Chief Risk Officer Team)
Programming Full-time 1w ago
- Data Analysis
- Embedded
L
AI Summary
The WFM Agent is responsible for real-time monitoring, schedule adjustments, and workforce coordination to ensure smooth customer support operations. This role will help execute WFM strategies and provide critical insights into scheduling efficiency.
Key Highlights
Real-time queue and agent management
Schedule adjustments and optimization
Performance and SLA tracking
Collaboration and communication
Technical Skills Required
Benefits & Perks
Hybrid work policy
4 weeks of Workation
Well-being allowance
Private health insurance
Discounts across a range of retailers, gyms, bars & restaurants
Employee assistance program
Relocation package for non-Malta residents
Job Description
The WFM Agent is responsible for real-time monitoring, schedule adjustments, and workforce coordination to ensure smooth customer support operations. This role will help execute WFM strategies and provide critical insights into scheduling efficiency. The WFM Agent will also assist in training agents on schedule adherence and refine WFM processes based on real-time data and feedback.YOU WILL BE RESPONSIBLE FOR:Real-Time Queue & Agent Management
- Monitor live chat and call queues to ensure proper coverage and balance workload distribution.
- Make real-time adjustments to agent schedules based on fluctuations in demand.
- Identify and escalate staffing shortages and SLA risks to the WFM Team Leader.
Want the full job description?
Read the complete details on LinkedIn, the original posting.
Continue on LinkedIn
This is a short excerpt. All rights to the full description belong to its original publisher.
Keep exploring
Similar Jobs
Explore other opportunities that match your interests
Bank Of Valletta Plc
Malta
Chief Information Officer – Solutions Architect (Platform Services & Product Engineering)
Programming Full-time 2w ago
- Artificial Intelligence
- Cloud
- Devops
- Embedded
Hidden company
Log in to see location
Premium
Graduate Hardware & Software Engineer (AI, Systems & Technical Product Development)
Programming Full-time Entry level 1h ago
Log in free to see the details
Relocation Guides
Step-by-step relocation guides, from moving logistics to settling abroad.
Can You Get Relocation Assistance for an Internal Job Transfer?
Changing locations for work is already a lot to manage. But when it happens within the same company, people often assume the finan...
Read Article
What Happens to Relocation Assistance If You Leave the Job?
If you leave your job after moving, your employer will likely ask for some or all of your relocation money back. Most jobs with re...
Read Article
Hidden Costs of Job Relocation: What Employers May Not Cover
You might think that relocation assistance is like an all-expenses-paid fresh start, but it’s usually not as simple and straightfo...
Read Article
Relocation Assistance vs. Visa Sponsorship: What’s the Difference?
For anyone trying to land a job abroad, visa sponsorship and relocation assistance are usually the first things they look for in a...
Read ArticleSubscribe to our newsletter
New visa sponsorship, relocation and remote tech jobs, delivered to your inbox.