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