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