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ANALYST, REAL TIME at Qualfon Philippines Incorporated

City of Georgetown, Demerara-Mahaica, Guyana -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

190000.0

Posted On

05 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Intraday Staffing Management, FTE Projection, KPI Calculation, Avaya CMS Supervisor, ACD Reporting, Schedule Adherence Monitoring, MS Office, Stakeholder Communication, Real-time Monitoring

Industry

Outsourcing and Offshoring Consulting

Description

Overview 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 ManagementCommunicate effectively any information to Operations Team from Account’s Workforce Management during any downtimeDocuments and sends the downtime summary report Responsibilities 2. Monitor and manage intraday staffing levels for Client’s. Update the Operations with staffing every interval during the hours of operationsManaging staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirementsMonitor the actual staffing versus the scheduledInitiates to offer overtime if needed to meet the weekly FTE requirement3. Monitor real-time ACD agent work state reportsResponsible in calling out agents in non-adhering work statesMonitor and sends the Schedule Adherence performance alert or report to OperationsMonitor the Client’s approved discretionary activities of the agents work stateManagement of auxiliaries activities for any Verint related schedule changes Qualifications Area of expertise (Skills)College Graduate or have completed at least 3 years of any related courses.Knowledge on FTE projection and calculationKeen to detailsAbility to interact and relay instructions effectively to all levels of managementWorking knowledge on Workforce Management and Operation processWorking knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting toolWorking knowledge on KPI calculation of the Operation Pay Range GYD $87,693.00 - GYD $190,000.00 /Mo.

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Responsibilities

The role focuses on monitoring real-time ACD agent states and managing intraday staffing levels to meet operational requirements. It involves communicating system downtimes to stakeholders and managing schedule adherence and auxiliary activities.