WFM Team: How Can an Agent Join?

Overview:

If you’re an ambitious call center agent or someone in a similar entry-level role with an interest in joining a Workforce Management (WFM) team but unsure how to proceed, this guide is here to help. You may have been told that you lack experience or relevant technical skills, but how can you acquire them if your current role doesn’t provide the opportunity? Perhaps you’re also interested in similar technical roles like Analytics or Reporting but face a similar challenge. The following are some key steps to overcome these obstacles and help pave your way toward a successful transition.

However, while these guidelines provide a solid foundation, WFM roles are highly competitive, and improving beyond these requirements will further enhance your prospects. Best wishes in your efforts.

Be in Good Performance Standing:

The following are great markers to showcase your readiness and trustworthiness for additional responsibilities. These are not only essential for WFM opportunities but are also relevant for other promotions, transfers, and benefits decisions.

1. No recent correctives: Aim to have a clean record without corrective actions, typically within the past six months, depending on your organization’s policies.
2. Top 10-15 percentile program ranking: Strive to consistently meet or exceed most, if not all, assigned program targets to showcase your high performance.
3. Positive performance review: Aim for a rating of 4/5 or higher in your last performance review to demonstrate competency in various areas of organizational interest and your readiness for next-level considerations.

Express interest in joining the WFM team:

Communicate your interest in joining the WFM team directly to your immediate supervisor and, if possible, to local WFM leaders. By doing so, you can achieve the following:

1. Ongoing feedback and development: Opening the lines of communication allows your supervisor or a WFM leader to provide guidance and suggestions to help you prepare for the transition.
2. Internship or shadowing opportunities: Seek opportunities to work directly with the WFM team, assisting with their duties and learning from experienced members.
3. An inside track to joining the team: Developing relationships with team members, gaining on-the-job experience, and showcasing your abilities firsthand will give you an advantage over other applicants.

Improving Key WFM Competencies:

As a heavily data-driven department, WFM requires strong technical skills. Focus on enhancing the following competencies, which will not only benefit your pursuit of a WFM opportunity but also contribute to your overall professional growth in general:

1. Intermediate math skills: Practice calculating percentages, ratios, proportions, time durations, and statistical measures like mean, median, and mode.
2. Intermediate Excel proficiency: Learn to use formulas for key performance indicators (KPI) calculations, such as SUM, AVERAGE, COUNT, and VLOOKUP, and be able to apply them in real-world scenarios.
3. Report preparation: Acquire the ability to combine data from multiple sources to create tables, charts, and graphs and use functions like data validation and conditional formatting to correct errors and highlight important areas.

Learning Contact Center Fundamentals:

Understanding the fundamentals of contact centers will enable you to grasp the objectives and success factors of the WFM team. Start by focusing on the following areas:

1. Workforce Management Capabilities: Familiarize yourself with planning and forecasting, scheduling, real-time management, and performance analytics.
2. Important KPIs: Learn about essential metrics like Average Handle Time (AHT), Service Level Agreement (SLA), Average Speed of Answer (ASA), Abandonment Rate, Queue Size, Wait Time, Absenteeism, Shrinkage, Agent Utilization, Auxiliary States, Not Ready State, and Available State. (Refer to the Glossaries section for more information)
3. Customer Focus: Understand the impact of workforce management decisions on customer experience and the importance of collaboration with supervisors, agents, HR, and IT departments to optimize performance.

Applying for WFM Opportunities:

Once you feel confident in your understanding of workforce management and have developed relevant skills and experience, search for entry-level WFM positions within your organization or other companies. Consider the following tips to increase your chances of success:

1. Tailor your resume: Highlight your knowledge, experience, and relevant certifications to showcase your skill alignment with the role.
2. Research common interview questions: Prepare thoughtful responses to questions about contact center scenarios, your problem-solving skills, and how you can contribute to improving workforce efficiency.
3. Plan for aptitude assessments: Practice your math, Excel, and analytical skills using mock assessments. Also, expect time constraints and restrictions on calculators and internet use.

Closing Thoughts:

Choosing a career in WFM is not just about professional growth; it’s an opportunity for personal development and unlocking your full potential. Continue nurturing your passion for continuous learning, seize every chance to expand your knowledge and network with industry professionals, and stay updated on emerging trends. With your unique skills and determination, you have the power to shape your own success and make a significant impact in any endeavor you choose to pursue.