Job Summary Main Objectives and Duties: 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 Monitor and manage intraday staffing levels for Client's 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 Monitor 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 Manages auxiliaries activities for any Verint related schedule changes Ensures the Split/Skill assignment of all agents Runs a split/skill check at least twice a day to cross-reference from the existing Skill Plan of the Account management Accommodates Split/Skill change requests to Account's Workforce Accommodate and perform requests and assignments as directed Ability to provide and complete requested assignments in a timely manner Ensures all provided information requested is correct Area of Expertise (Skills) College Graduate or have completed at least 3 years of any related courses. Knowledge on FTE projection and calculation Keen attention to detail Ability to interact and relay instructions effectively to all levels of management Working knowledge of Workforce Management and Operation processes Working knowledge of MS Office applications and Avaya CMS Supervisor or ACD reporting tool Working knowledge of KPI calculation of the Operation Other Skills and Experiences (Min) Education
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