[Hiring] Specialist II, Workforce Management @Qualfon

Role Description

Specialist II, Workforce Management (Intraday Analyst)

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.
• Technical and Data Skills
  • Proficient in MS Excel.
  • 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.
  • Knowledge of FTE projection and calculation.
  • Understanding of program-specific segment descriptions.
• Core Competencies
  • Analytical and Logical Thinking
    • Ability to identify, analyze, and assess relevant information.
    • Ability to compare data from multiple sources and identify alternative solutions.
    • Systematic, logical, and methodical approach to problem-solving.
  • Communication
    • 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.
  • 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

Company Description