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.

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

Originally posted on Himalayas