ASSOCIATE, INTRADAY

Job Summary

Main Objectives and Duties:

1. Reports.

• Delivers timely the Hourly, Daily, Weekly or MTD reports as needed
• Analyzes the forecast and any deviations for previous day and current day.
• Determines the root cause of previous day and current day misses.
• Ensures report efficiency and fix errors.
• Provides real-time analysis and reporting of intraday.

2. Segment Entry

• Processes segment entry request Real-Time
• Ensures all agent activities are accounted for through exception codes
•  Real-Time segment updates for absences and off-phone activities.

3. Communicates any system downtimes to all stakeholders

• Escalates any system downtime and tool issues to the Qualfon and Client.
• Communicate effectively any information to Operations Team and Client during downtime
• Documents and sends the downtime summary report

4. Monitors and manages intraday staffing levels of the Program

• Update the Operations with staffing every interval during the hours of operations
• Managing staff levels considering Skill and Organizational requirements
• Monitor the actual staffing versus the scheduled
• Initiates overtime or off-phones if needed to meet the weekly FTE requirement

5. Monitor real-time ACD agent work state reports

• Responsible in calling out agents in non-adhering work states
• Monitors and sends the Schedule Adherence performance alert or report to Operations
• Management of aux activities for any Verint related schedule changes

6. Manage Queues and Skilling

• Runs queue checks at different times in a day to cross reference existing Skill Plan of the program.
• Ensures queues are clear by the end of business hours.
• Accommodates Skill change requests from Operations or Client.
• Initiates skill changes as needed.

Area of expertise (Skills)

• Call Management System Analyst may be a Graduate or have completed at least 3 years of any related courses.
• At least 6 months – 1 year work experience in a related field to enable satisfactory performance.

Other Skills and Experiences (Min)

• Data Management
• Proficient in MS Excel
• Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
• Keen to details
• Working Knowledge on WFM Tools
• Knowledge on FTE projection and calculation
• Working knowledge on segment descriptions set by the program

Education