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About the role
Key responsibilities & impact- Monitor and manage intraday staffing levels for Clients
- Updates Operations with staffing every interval during hours of operations
- Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
- Monitors actual staffing versus scheduled staffing
- Initiates overtime offers if needed to meet weekly FTE requirements
- Monitor real-time ACD agent work state reports
- Calls out agents in non-adhering work states
- Monitors and sends schedule adherence performance alerts/reports to Operations
- Monitors client-approved discretionary activities within agent work states
- Manages auxiliary activities for any Verint-related schedule changes
- Ensures the split/skill assignment of all agents
- Runs split/skill checks at least twice daily to cross-reference with the existing skill plan from Account Management
- Accommodates split/skill change requests to the account’s Workforce
- Accommodate and perform requests and assignments as directed
- Completes requested assignments in a timely manner
- Ensures all provided information is correct
Requirements
What you’ll need- Keen attention to detail
- Ability to interact and relay instructions effectively to all levels of management
- Working knowledge of Workforce Management and Operations processes
- Proficiency in MS Office applications and Avaya CMS Supervisor or any ACD reporting tool
- Knowledge of KPI calculations within Operations
Benefits
Comp & perks- Communicates any system downtimes to all stakeholders
- Escalates any system downtime and tool issues to Qualfon and the account’s management
- Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
- Documents and sends the downtime summary report
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
Workforce ManagementKPI calculationsschedule adherence monitoringstaffing managementreal-time reportingskill assignmentsplit/skill checksovertime managementagent work state monitoring
Soft Skills
attention to detaileffective communicationinterpersonal skillsorganizational skillstimeliness