Job Title ANALYST, REAL TIME

Work arrangement On-site (Paco, Manila)

Work schedule Night shift

Job Summary

Main Objectives and Duties

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
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
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
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
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
Detail oriented
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

SPECIALIST II, WORKFORCE MANAGEMENT (RTA)