ASSOCIATE, INTRADAY
Posted On: Sep 16, 2024
Location: Remote, PH - Remote, PH
Company: Qualfon
Job Summary
Main Objectives and Duties:
1. Reports.
- Delivers timely the Hourly, Daily, Weekly or MTD reports as needed
- Analyzes the forecast and any deviations for previous day and current day.
- Determines the root cause of previous day and current day misses.
- Ensures report efficiency and fix errors.
- Provides real-time analysis and reporting of intraday.
2. Segment Entry
- Processes segment entry request Real-Time
- Ensures all agent activities are accounted for through exception codes
- Real-Time segment updates for absences and off-phone activities.
3. Communicates any system downtimes to all stakeholders
- Escalates any system downtime and tool issues to the Qualfon and Client.
- Communicate effectively any information to Operations Team and Client during downtime
- Documents and sends the downtime summary report
4. Monitors and manages intraday staffing levels of the Program
- Update the Operations with staffing every interval during the hours of operations
- Managing staff levels considering Skill and Organizational requirements
- Monitor the actual staffing versus the scheduled
- Initiates overtime or off-phones if needed to meet the weekly FTE requirement
5. Monitor real-time ACD agent work state reports
- Responsible in calling out agents in non-adhering work states
- Monitors and sends the Schedule Adherence performance alert or report to Operations
- Management of aux activities for any Verint related schedule changes
6. Manage Queues and Skilling
- Runs queue checks at different times in a day to cross reference existing Skill Plan of the program.
- Ensures queues are clear by the end of business hours.
- Accommodates Skill change requests from Operations or Client.
- Initiates skill changes as needed.
Area of expertise (Skills)
- Call Management System Analyst may be a Graduate or have completed at least 3 years of any related courses.
- At least 6 months – 1 year work experience in a related field to enable satisfactory performance.
Other Skills and Experiences (Min)
- Data Management
- Proficient in MS Excel
- Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
- Keen to details
- Working Knowledge on WFM Tools
- Knowledge on FTE projection and calculation
- Working knowledge on segment descriptions set by the program
Education