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ANALYST, REAL TIME

Posted On: Jun 25, 2022

Location: Manila, Manila, PH

Company: Qualfon

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