ANALYST, REAL TIME at Qualfon Philippines Incorporated

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

18 Feb, 26

Salary

0.0

Posted On

20 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Attention To Detail, Workforce Management, Data Management, Analytical Thinking, Forecasting, MS Office Proficiency, Avaya CMS Supervisor, KPI Calculation, Staffing Projections, Service Level Analysis, Metrics Monitoring, Statistical Tools, Erlang B, Queuing Theory, Skill Assignment, Split Check

Industry

Outsourcing and Offshoring Consulting

Description

Overview Role: Analyst, Real Time Responsibilities Main Objectives and Duties Communicates any system downtimes to all stakeholders Escalates any system downtime and tool issues to 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 Operations with staffing every interval during hours of operations. Manage staff levels in both Miami and Atlanta servers considering Skill/Organizational requirements. Monitor actual staffing versus scheduled. Initiate offering overtime if needed to meet weekly FTE requirement. Monitor real-time ACD agent work state reports Responsible for calling out agents in non-adhering work states. Monitor and send Schedule Adherence performance alerts/reports to Operations. Monitor Client’s approved discretionary activities of agents’ work state. Manage auxiliary 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 with existing Skill Plan. Accommodate Split/Skill change requests to Account’s Workforce. Accommodate and perform requests and assignments as directed Provide and complete requested assignments on time. Ensure all provided information requested is correct. Qualifications Job Summary Area of Expertise (Skills): College Graduate or completed at least 3 years of any related courses. Knowledge on FTE projection and calculation. Keen attention to detail. Ability to interact and relay instructions effectively to all levels of management. Working knowledge of Workforce Management and Operation processes. Proficient in MS Office applications and Avaya CMS Supervisor or ACD reporting tool. Understanding KPI calculation for Operations. Other Skills and Competencies Data Management: Ability to plan, develop, and manage data storage and retrieval systems. Keenness to Detail: Ensure information is complete and accurate. Workforce Management: Expertise in staffing, projections, scheduling, service level analysis, metrics monitoring using tools like Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360, Erlang B & C, Queuing Theory, statistical tools. Analytical & Logical Thinking: Ability to assess information, compare data, and identify alternative actions using systematic approaches. Forecasting: Develop models or projections based on past results and anticipate future trends/events.

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Responsibilities

The Analyst, Real Time is responsible for monitoring and managing staffing levels, communicating system downtimes, and ensuring adherence to schedules. They will document downtime reports and manage agent work states effectively.