SPECIALIST II, WORKFORCE MANAGEMENT
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