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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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