analyst, real time
1 week ago
Main Objectives and Duties:
- Communicates system downtimes to all stakeholders.
- Escalates system downtime and tool issues to Qualfon and Account Management.
- Communicates effectively to Operations Team from Account Workforce Management during downtime.
- Documents and sends downtime summary report.
Monitor and manage intraday staffing levels for Clients.
- Update Operations with staffing every interval during hours of operations.
- Manage staff levels in Miami and Atlanta servers based on Skill/Organizational requirements.
- Monitor actual staffing versus scheduled.
- Initiate overtime if needed to meet weekly FTE requirement.
Monitor real-time ACD agent work state reports.
- Call out agents in non-adhering work states.
- Send Schedule Adherence performance alert or report to Operations.
- Monitor Client-approved discretionary activities of agent work state.
- Manage auxiliaries activities for Verint schedule changes.
Ensure Split/Skill assignment of all agents.
- Run split/skill check at least twice a day to cross-reference existing Skill Plan of Account Management.
- Accommodate Split/Skill change request to Account Workforce.
Accommodate and perform requests and assignments as directed.
- Provide and complete requested assignments on time.
- Ensure all provided information is correct.
Area of expertise (Skills):
- College Graduate or 3 years of related courses.
- FTE projection and calculation knowledge.
- Attention to detail.
- Effective communication with all management levels.
- Working knowledge of Workforce Management and Operation process.
- Working knowledge of MS Office applications and Avaya CMS Supervisor or ACD reporting tool.
- KPI calculation knowledge of Operation.
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