SPECIALIST II, WORKFORCE MANAGEMENT (Real Time Analyst)

Job Title: ANALYST, REAL TIME
Work arrangement: On-site (Paco, Manila)
Work schedule: Night shift

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 all provided information requested are correct 

- College Graduate or have completed at least 3 years of any related courses. 
- Knowledge on FTE projection and calculation 
- Attention 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- Working knowledge on KPI calculation of the Operation