Specialist II, Workforce Management

Responsibilities:

• Deliver hourly, daily, weekly, and month-to-date reports as required, analyzing forecasts and identifying deviations.
• Process real-time segment entry requests, ensuring all agent activities are properly accounted for using exception codes.
• Communicate any system downtime to all stakeholders and escalate system and tool issues to Qualfon and the Client.

Intraday Management:

• Monitor and manage intraday staffing levels for the program, providing staffing updates to Operations at each interval.
• Manage staffing based on skill and organizational requirements, initiating overtime or off-phone activities as needed.
• Monitor real-time ACD agent work state reports and call out agents who are in non-adhering work states.

Technical and Analytical Duties:

• Run queue checks throughout the day to validate skill plans and ensure queues are cleared by end of business hours.
• Utilize proficiency in MS Excel, Avaya CMS Supervisor, and Workforce Management tools for data analysis and reporting.
• Apply analytical and logical thinking to identify, analyze, and assess relevant information from multiple sources.