analyst, real time

1 week ago

Manila, National Capital Region, Philippines Qualfon Full time
Overview

Role: Analyst, Real Time

Responsibilities
Main Objectives and Duties

Communicates any system downtimes to all stakeholders

  • Escalates any system downtime and tool issues to 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.

Monitor and manage intraday staffing levels for Client's

  • Update Operations with staffing every interval during hours of operations.
  • Manage staff levels in both Miami and Atlanta servers considering Skill/Organizational requirements.
  • Monitor actual staffing versus scheduled.
  • Initiate offering overtime if needed to meet weekly FTE requirement.

Monitor real-time ACD agent work state reports

  • Responsible for calling out agents in non-adhering work states.
  • Monitor and send Schedule Adherence performance alerts/reports to Operations.
  • Monitor Client's approved discretionary activities of agents' work state.
  • Manage auxiliary activities for any Verint-related schedule changes.

Ensures the Split/Skill assignment of all agents

  • Runs a split/skill check at least twice a day to cross-reference with existing Skill Plan.
  • Accommodate Split/Skill change requests to Account's Workforce.

Accommodate and perform requests and assignments as directed

  • Provide and complete requested assignments on time.
  • Ensure all provided information requested is correct.
Qualifications
Job Summary

Area of Expertise (Skills):

  • College Graduate or completed at least 3 years of any related courses.
  • Knowledge on FTE projection and calculation.
  • Keen attention to detail.
  • Ability to interact and relay instructions effectively to all levels of management.
  • Working knowledge of Workforce Management and Operation processes.
  • Proficient in MS Office applications and Avaya CMS Supervisor or ACD reporting tool.
  • Understanding KPI calculation for Operations.
Other Skills and Competencies
  • Data Management: Ability to plan, develop, and manage data storage and retrieval systems.
  • Keenness to Detail: Ensure information is complete and accurate.
  • Workforce Management: Expertise in staffing, projections, scheduling, service level analysis, metrics monitoring using tools like Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360, Erlang B & C, Queuing Theory, statistical tools.
  • Analytical & Logical Thinking: Ability to assess information, compare data, and identify alternative actions using systematic approaches.
  • Forecasting: Develop models or projections based on past results and anticipate future trends/events.

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