Role: Specialist II, Workforce Management

Main Objectives and Duties

1. Communicates any system downtimes to all stakeholders

• Communicates any system downtime to all stakeholders
• Escalates any system downtime and tool issues to Qualfon and the account’s management
• Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
• Documents and sends the downtime summary report

2. Monitor and manage intraday staffing levels for Clients

• Updates Operations with staffing every interval during hours of operations
• Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
• Monitors actual staffing versus scheduled staffing
• Initiates overtime offers if needed to meet weekly FTE requirements

3. Monitor real-time ACD agent work state reports

• Calls out agents in non-adhering work states
• Monitors and sends schedule adherence performance alerts/reports to Operations
• Monitors client-approved discretionary activities within agent work states
• Manages auxiliary activities for any Verint-related schedule changes

4. Ensures the split/skill assignment of all agents

• Runs split/skill checks at least twice daily to cross-reference with the existing skill plan from Account Management
• Accommodates split/skill change requests to the account’s Workforce

5. Accommodate and perform requests and assignments as directed

• Completes requested assignments in a timely manner
• Ensures all provided information is correct

Qualifications

• College graduate or completed at least 3 years of any related course
• Knowledge in FTE projection and calculation

Area of Expertise (Skills)

• Keen attention to detail
• Ability to interact and relay instructions effectively to all levels of management
• Working knowledge of Workforce Management and Operations processes
• Proficiency in MS Office applications and Avaya CMS Supervisor or any ACD reporting tool
• Knowledge of KPI calculations within Operations

Other Skills and Competencies

• Data Management
• Keenness to Detail
• Workforce Management
• Analytical & Logical Thinking
• Forecasting