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SPECIALIST II, WORKFORCE MANAGEMENT

Qualfon Data Services Group, LLC

Skills

Required

  • Workforce Management
  • MS Office
  • Avaya CMS Supervisor / ACD reporting tools
  • WFM
  • Data Management
  • data storage and retrieval systems
  • accepted data models and

Preferred

  • Analyze forecasts
  • identify deviations
  • Communicate any system downtime
  • Provide staffing updates
  • Call out agents
  • Verint schedule changes
  • Blue

Responsibilities

  • Overview Main Objectives and Duties 1.
  • Reports Deliver hourly, daily, weekly, and month-to-date reports as required.
  • Analyze forecasts and identify deviations for the previous day and current day.
  • Determine root causes of misses and variances.
  • Ensure report accuracy and efficiency; identify and fix errors.
  • Provide real-time intraday analysis and reporting.
  • 2.
  • Segment Entry Process real-time segment entry requests.
  • Ensure all agent activities are properly accounted for using exception codes.
  • Perform real-time segment updates for absences and off-phone activities.
  • 3.
  • System Downtime Communication Communicate any system downtime to all stakeholders.
  • Escalate system and tool issues to Qualfon and the Client.
  • Provide timely, clear communication to Operations and Clients during downtimes.
  • Document and send downtime summary reports.
  • 4.
  • Intraday Staffing Management Monitor and manage intraday staffing levels for the program.
  • Provide staffing updates to Operations at each interval during business hours.
  • Manage staffing based on skill and organizational requirements.
  • Monitor actual staffing versus scheduled staffing.
  • Initiate overtime or off-phone activities as needed to meet weekly FTE requirements.
  • 5.
  • ACD and Schedule Adherence Monitoring Monitor real-time ACD agent work state reports.
  • Call out agents who are in non-adhering work states.
  • Monitor and report schedule adherence performance to Operations Management.
  • Manage auxiliary activities related to Verint schedule changes.
  • 6.
  • Queue and Skill Management Run queue checks throughout the day to validate skill plans.
  • Ensure queues are cleared by end of business hours.
  • Accommodate skill change requests from Operations or the Client.
  • Initiate skill changes as required.
  • Technical and Data Skills Proficient in MS Excel.
  • Knowledge of FTE projection and calculation.
  • Understanding of program-specific segment descriptions.
  • Core CompetenciesAnalytical and Logical Thinking Ability to identify, analyze, and assess relevant information.
  • Workforce Management Expertise Ability to plan, organize, and manage workforce processes such as: Staffing and projections
  • Scheduling Service level analysis
  • Metrics monitoring Experience with tools and concepts including: Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360 Erlang B & C Queuing Theory Statistical analysis
  • Capacity utilization analysis

Requirements

  • Working knowledge of MS Office applications.
  • Experience with Avaya CMS Supervisor and/or ACD reporting tools.
  • Strong attention to detail.
  • Working knowledge of Workforce Management (WFM) tools.
  • Ability to compare data from multiple sources and identify alternative solutions.
  • Systematic, logical, and methodical approach to problem-solving.
  • Ability to clearly transmit and receive information across individuals and groups through various channels.
  • Computer Literacy Ability to use computers and related technologies efficiently, from basic applications to advanced problem-solving.
  • Data Management Ability to plan, develop, and manage data storage and retrieval systems using accepted data models and standards.
  • Graduate of any course or completion of at least three (3) years of related college coursework.
  • At least 6 months to 1 year of work experience in a related field.