Analyst, Real Time
hace 2 semanas
ANALYST, REAL TIME
**Posted On**:Feb 9, 2023
**Location**: Bogota, Cundinamarca, CO
**Company**:Qualfon
- Job Summary- Main Objectives and Duties:
**1. 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
**2. 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
**3. 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
**4. 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
**5. Accommodate and perform requests and assignments as directed**
- Ability to provide and complete requested assignments on a timely manner
- Ensure the all provided information requested are correct
- Area of expertise (Skills)- College Graduate or have completed at least 3 years of any related courses.- Knowledge on FTE projection and calculation
- Keen to details
- Ability to interact and relay instructions effectively to all levels of management
- Working knowledge on Workforce Management and Operation process
- Working knowledge on KPI calculation of the Operation
- Other Skills and Experiences (Min)- Education
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