SPECIALIST II, WORKFORCE MANAGEMENT (Real Time Analyst)

Company

Qualfon

Location

manila, metro manila

Type

Full-time

            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 
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 
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 
        
        
    

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