associate, intraday

1 week ago

Manila, National Capital Region, Philippines Qualfon Full time
Job Summary

Main Objectives and Duties:

1. Reports.

  • Delivers timely the Hourly, Daily, Weekly or MTD reports as needed
  • Analyzes the forecast and any deviations for previous day and current day.
  • Determines the root cause of previous day and current day misses.
  • Ensures report efficiency and fix errors.
  • Provides real-time analysis and reporting of intraday.

2. Segment Entry

  • Processes segment entry request Real-Time
  • Ensures all agent activities are accounted for through exception codes
  • Real-Time segment updates for absences and off-phone activities.

3. Communicates any system downtimes to all stakeholders

  • Escalates any system downtime and tool issues to the Qualfon and Client.
  • Communicate effectively any information to Operations Team and Client during downtime
  • Documents and sends the downtime summary report

4. Monitors and manages intraday staffing levels of the Program

  • Update the Operations with staffing every interval during the hours of operations
  • Managing staff levels considering Skill and Organizational requirements
  • Monitor the actual staffing versus the scheduled
  • Initiates overtime or off-phones if needed to meet the weekly FTE requirement

5. Monitor real-time ACD agent work state reports

  • Responsible in calling out agents in non-adhering work states
  • Monitors and sends the Schedule Adherence performance alert or report to Operations
  • Management of aux activities for any Verint related schedule changes

6. Manage Queues and Skilling

  • Runs queue checks at different times in a day to cross reference existing Skill Plan of the program.
  • Ensures queues are clear by the end of business hours.
  • Accommodates Skill change requests from Operations or Client.
  • Initiates skill changes as needed.
Area of expertise (Skills)
  • Call Management System Analyst may be a Graduate or have completed at least 3 years of any related courses.
  • At least 6 months – 1 year work experience in a related field to enable satisfactory performance.
Other Skills and Experiences (Min)
  • Data Management
  • Proficient in MS Excel
  • Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
  • Keen to details
  • Working Knowledge on WFM Tools
  • Knowledge on FTE projection and calculation
  • Working knowledge on segment descriptions set by the program
Education

  • associate, intraday

    2 weeks ago

    Manila, National Capital Region, Philippines Qualfon Corporation Full time

    Select how often (in days) to receive an alert: Create Alert Delivers timely the Hourly, Daily, Weekly or MTD reports as neededAnalyzes the forecast and any deviations for previous day and current day.Determines the root cause of previous day and current day misses.Ensures report efficiency and fix errors.Provides real-time analysis and reporting of...

  • Real Time Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines ALLSECTECH MANILA, INC Full time

    Summary of Duties: The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities:Manage the call volume, real time monitoring of intraday, and program break schedules.Assist operations to maintain service level and create valuable report to do forecastingGenerate ideas for...

  • Real Time Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines PartnerHero Full time

    Role DetailsContract Duration:PermanentPosition type and schedule:Full-time. Flexible availability to work any shiftTraining Schedule: Flexible availability to work any shiftWork type and Location:Hybrid, Metro ManilaExpected start date:June 6, 2024About The RoleA Real Time Analyst is responsible for real-time and/or intraday management of resources to...

  • Real Time Analyst

    2 weeks ago

    Metro Manila, Philippines ALLSECTECH MANILA, INC Full time

    Summary of Duties: The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities:Manage the call volume, real time monitoring of intraday, and program break schedules.Assist operations to maintain service level and create valuable report to do forecastingGenerate ideas...