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
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