ANALYST, REAL TIME

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