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ANALYST, REAL TIME

ANALYST, REAL TIME

QualfonRemote, PH - Remote, PH
30+ days ago
Job description

Job Summary

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

    • Area of expertise (Skills)

    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

    • Other Skills and Experiences (Min)

    Education

    BenefitsWe offer competitive pay and benefit packages along with many other perks : , Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs, Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs