Disaster Relief
Financial support for employees and their families recovering from natural disasters.
About the Role
The Workforce Management Associate is reponsible for monitoring and reporting on queue performance and agent behavior to the client and iQor leadership.
We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!
Job Summary:
The Workforce Management Associate is reponsible for monitoring and reporting on queue performance and agent behavior to the client and iQor leadership.
Responsibilities:
- Proactively monitor agent phone states and durations, escalating non-adherence to supervisors and operations managers.
- Generate and distribute standard interval and end-of-day reporting.
- Generate and distribute adhoc reporting. Monitor various KPIs (including but not limited to service level, ASA, abandonment, and shrinkage) and escalate to the client and / or iQor leadship any issues observed.
- Onboard and offboard agents within various client and internal systems.
- Complete other administrative tasks as assigned, including answering an attendance line and entering attendance exceptions in the workforce management tool.
Skills Requirements:
- Prior call / contact center experience, 1 year minimum required
- Prior work force management experience preferred
- Strong and effective oral / written communication skills
- Proficient with Excel
- Strong mathematical skills
- Strong analytical skills
- Ability to multi-task
- Ability to maintain confidential information.
Education Requirements:
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
iQor.com
What you'll do
- Proactively monitor agent phone states and durations, escalating non-adherence to supervisors and operations managers.
- Generate and distribute standard interval and end-of-day reporting.
- Generate and distribute adhoc reporting. Monitor various KPIs (including but not limited to service level, ASA, abandonment, and shrinkage) and escalate to the client and / or iQor leadship any issues observed.
- Onboard and offboard agents within various client and internal systems.
- Complete other administrative tasks as assigned, including answering an attendance line and entering attendance exceptions in the workforce management tool.
Skills Requirements
- Prior call / contact center experience, 1 year minimum required
- Prior work force management experience preferred
- Strong and effective oral / written communication skills
- Proficient with Excel
- Strong mathematical skills
- Strong analytical skills
- Ability to multi-task
- Ability to maintain confidential information.
Education Requirements
- Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
Physical Requirements
- Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
Life at iQor
More than a role — your iQor experience
Benefits, career growth, learning, and the ways we give back to our communities.
Benefits
Health & Wellbeing
- Group medical insurance for you and family
- Personal accident and life cover
- Wellness and employee assistance programs
Rewards & Time Off
- Provident Fund and statutory benefits
- Performance-linked incentives
- Earned, casual, and sick leave
Learning & Development
Grow every day with continuous, hands-on learning. Our India L&D programs span onboarding, technical skilling, and advanced specializations.
- Role-based onboarding and certification
- On-demand courses and technical skill academies
- Leadership and upskilling pathways
iQor Cares is how we support our people and the communities where we live and work. Through the iQor Cares Employee Relief Fund, we provide financial support to employees across iQor, its affiliates and subsidiaries, and their family members who have been impacted by a natural disaster, medical emergency, family death, or other unforeseen designated event. We also champion charitable and educational initiatives for youth, children, women, the elderly, and marginalized communities.
Medical & Family Support
Assistance for colleagues facing a medical emergency, family death, or other unforeseen event.
Education & Youth
Charitable and educational programs that uplift youth and children in our communities.
Scholarships & Learning
Learning and literacy initiatives supporting women, the elderly, and marginalized communities.
Sustainability
Tree-planting and green initiatives that build healthier, more resilient communities.