Work set up: Remote
Work schedule: PH night shift
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
- Communicate 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.

- Update the Operations with staffing every interval during the hours of operations
- Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
- Monitor 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 in calling out agents in non-adhering work states
- Monitor and sends the Schedule Adherence performance alert or report to Operations
- Monitor the Client’s approved discretionary activities of the agents work state
- Management of 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
- Accommodate Split/Skill change request to Account’s Workforce

• Accommodate and perform requests and assignments as directed.

- Ability to provide and complete requested assignments on a timely manner
- Ensure all provided information requested are 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 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 and ACD reporting tool
• Working knowledge on KPI calculation of the Operations

Job Type: Full-time
Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Work from home

Schedule:

• Night shift

Supplemental Pay:

• 13th month salary
• Bonus pay
• Overtime pay
• Performance bonus

Application Question(s):

• What is your desired salary range?
• Are you open to working night shifts?
• How many years of work experience do you have as Real Time Analyst?