SPECIALIST II, WORKFORCE MANAGEMENT (REAL TIME ANALYST)

OVERVIEW

RESPONSIBILITIES

Main Objectives and Duties:

1. Communicates any system downtimes to all stakeholders
Escalates any system downtime and tool issues to the Qualfon and Account’s Management
Communicate effectively any information to Operations Team from Account’s Workforce Management during any downtime
Documents and sends the downtime summary report

2. Monitor and manage intraday staffing levels for Client’s.

Update the Operations with staffing every interval during the hours of operations
Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
Monitor the actual staffing versus the scheduled
Initiates to offer overtime if needed to meet the weekly FTE requirement

3. Monitor real-time ACD agent work state reports
Responsible in calling out agents in non-adhering work states
Monitor and sends the Schedule Adherence performance alert or report to Operations
Monitor the Client’s approved discretionary activities of the agents work state
Management of auxiliaries activities for any Verint related schedule changes

4. Ensures the Split/Skill assignment of all agents
Runs a split/skill check at least twice a day to cross reference from the existing Skill Plan of the Account management
Accommodate Split/Skill change request to Account’s Workforce

5. Accommodate and perform requests and assignments as directed
Ability to provide and complete requested assignments on a timely manner
Ensure the all provided information requested are correct

QUALIFICATIONS

• College Graduate or have completed at least 3 years of any related courses.
• Knowledge on FTE projection and calculation
• Keen to details
• Ability to interact and relay instructions effectively to all levels of management
• Working knowledge on Workforce Management and Operation process
• Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
• Working knowledge on KPI calculation of the Operation