Role: Analyst, Real Time

Main Objectives and Duties

1. 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.

2. 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.

3. 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.

4. 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.

5. Accommodate and perform requests and assignments as directed

   • Provide and complete requested assignments on time.
   • Ensure all provided information requested is correct.

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.