SPECIALIST II, WORKFORCE MANAGEMENT

OVERVIEW

Main Objectives and Duties

1. Communicates any system downtimes to all stakeholders

• Communicates any system downtime to all stakeholders
• Escalates any system downtime and tool issues to Qualfon and the account’s management
• Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
• Documents and sends the downtime summary report

2. Monitor and manage intraday staffing levels for Clients

• Updates Operations with staffing every interval during hours of operations
• Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
• Monitors actual staffing versus scheduled staffing
• Initiates overtime offers if needed to meet weekly FTE requirements

3. Monitor real-time ACD agent work state reports

• Calls out agents in non-adhering work states
• Monitors and sends schedule adherence performance alerts/reports to Operations
• Monitors client-approved discretionary activities within agent work states
• Manages auxiliary activities for any Verint-related schedule changes

4. Ensures the split/skill assignment of all agents

• Runs split/skill checks at least twice daily to cross-reference with the existing skill plan from Account Management
• Accommodates split/skill change requests to the account’s Workforce

5. Accommodate and perform requests and assignments as directed

• Completes requested assignments in a timely manner
• Ensures all provided information is correct

RESPONSIBILITIES

QUALIFICATIONS

Qualifications

• College graduate or completed at least 3 years of any related course
• Knowledge in FTE projection and calculation