Overview
Role: Specialist II, Workforce Management (Intraday Analyst)
Responsibilities
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.
Qualifications
Job Summary / 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
About the company
At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person's life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.
