SPECIALIST II, WORKFORCE MANAGEMENT

Overview Role: Specialist II, Workforce Management (Intraday Analyst) Responsibilities Main Objectives and Duties 1. 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. 2. 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. 3. 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. 4. 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. 5. 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. 6. 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. Qualifications Job Summary / Qualifications - 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. Technical and Data Skills - 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. Core Competencies Analytical and Logical Thinking - Ability to identify, analyze, and assess relevant information. - Ability to compare data from multiple sources and identify alternative solutions. - Systematic, logical, and methodical approach to problem-solving. Communication - Ability to clearly transmit and receive information across individuals and groups through various channels. Computer Literacy - Ability to use computers and related technologies efficiently, from basic applications to advanced problem-solving. Data Management - Ability to plan, develop, and manage data storage and retrieval systems using accepted data models and standards. Workforce Management Expertise - Ability to plan, organize, and manage workforce processes such as: - Staffing and projections - Scheduling - Service level analysis - Metrics monitoring - Experience with tools and concepts including: - Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360 - Erlang B & C - Queuing Theory - Statistical analysis - Capacity utilization analysis Originally posted on Himalayas