Qualfon

ANALYST, REAL TIME

New

PayCompetitive
LocationRemote
Employment typeFull-Time

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  • Job Description

      Req#: 14827

      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

  • 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