Main Objectives and Duties

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.

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
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.

SENIOR SPECIALIST, WORKFORCE MANAGEMENT