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SPECIALIST II, WORKFORCE MANAGEMENT

Qualfon

This position requires local presence. Please view similar jobs below.

Job Title ANALYST, REAL TIME

Work arrangement On-site (Paco, Manila)

Work schedule Night shift

Job Summary

Main Objectives and Duties

  • 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
  • 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
  • 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
  • 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
  • Accommodate and perform requests and assignments as directed.
  • Ability to provide and complete requested assignments on a timely manner
  • Ensure all provided information requested are correct
  • 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- Working knowledge on KPI calculation of the Operation
Vacancy posted 24 days ago
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