Founded in 1996, Qualfon provides outsourcing solutions for business process outsourcing (BPO), contact center, and back-office staffing. Flexible Qualfon jobs have included tempor
ANALYST, REAL TIME
Location
Guyana
Posted
34 days ago
Salary
87.7K - 190K / month
Seniority
Mid Level
No structured requirement data.
Job Description
ANALYST, REAL TIME
Qualfon
Role Description - Communicates any system downtimes to all stakeholders. - Escalates any system downtime and tool issues to the Qualfon and Account’s Management. - Communicates effectively any information to Operations Team from Account’s Workforce Management during any downtime. - Documents and sends the downtime summary report. - Monitors and manages intraday staffing levels for Clients. - Updates the Operations with staffing every interval during the hours of operations. - Manages staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements. - Monitors the actual staffing versus the scheduled. - Initiates to offer overtime if needed to meet the weekly FTE requirement. - Monitors real-time ACD agent work state reports. - Responsible for calling out agents in non-adhering work states. - Monitors and sends the Schedule Adherence performance alert or report to Operations. - Monitors the Client’s approved discretionary activities of the agents work state. - Management of auxiliaries activities for any Verint related schedule changes. Qualifications - 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 of MS Office applications and Avaya CMS Supervisor or ACD reporting tool. - Working knowledge on KPI calculation of the Operation. Pay Range GYD $87,693.00 - GYD $190,000.00 /Mo.
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