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Job Description
- Req#: 14827
- 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
- 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
- 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
- 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
- Ability to provide and complete requested assignments on a timely manner
- Ensure the all provided information requested are correct
- 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
Job Summary
Main Objectives and Duties:
1. Communicates any system downtimes to all stakeholders
2. Monitor and manage intraday staffing levels for Client’s.
3. Monitor real-time ACD agent work state reports
4. Ensures the Split/Skill assignment of all agents
5. Accommodate and perform requests and assignments as directed
Area of expertise (Skills)
College Graduate or have completed at least 3 years of any related courses.
Other Skills and Experiences (Min)
Education
About the company
Qualfon is a full-service marketing solutions and contact center service provider offering full customer lifecycle management: lead generation, end-to-end integ
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