Real Time Analyst

3 hours ago

Manila, National Capital Region, Philippines Qualfon Full time ₱200,000 - ₱400,000 per year

Real Time Analyst (WFM)

Job Summary

Main Objectives and Duties:

  • 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

  • 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

  • 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

  • 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

  • Accommodate and perform requests and assignments as directed.

  • Ability to provide and complete requested assignments on a timely manner

  • Ensure 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 Operations

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