SPECIALIST II, WORKFORCE MANAGEMENT (Real Time Analyst) at Qualfon Philippines Incorporated

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Sep, 26

Salary

0.0

Posted On

13 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Real Time Analysis, Intraday Staffing Management, Schedule Adherence Monitoring, FTE Projection, KPI Calculation, Avaya CMS Supervisor, ACD Reporting, MS Office, Verint, Stakeholder Communication, Staffing Optimization

Industry

Outsourcing and Offshoring Consulting

Description

Overview Job Title: ANALYST, REAL TIMEWork arrangement: On-site (Paco, Manila)Work schedule: Night shiftJob 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 Qualifications - 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

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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 ensuring correct skill assignments for all agents.