Overview

Role: Specialist II, Workforce Management

Responsibilities

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

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