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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
- 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.
Benefits
Comp & perks- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
MS ExcelMS OfficeAvaya CMS SupervisorACD reporting toolsWorkforce Management (WFM) toolsFTE projectionFTE calculationreal-time analysisreport accuracyschedule adherence
Soft Skills
attention to detailcommunicationproblem-solvingorganizational skillstime management