SPECIALIST II, WORKFORCE MANAGEMENT

Overview

1. Communicates any system downtimes to all stakeholders

• Communicates any system downtime to all stakeholders
• Escalates any system downtime and tool issues to Qualfon and the account’s management
• Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
• Documents and sends the downtime summary report

2. Monitor and manage intraday staffing levels for Clients

• Updates Operations with staffing every interval during hours of operations
• Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
• Monitors actual staffing versus scheduled staffing
• Initiates overtime offers if needed to meet weekly FTE requirements

3. Monitor real-time ACD agent work state reports

• Calls out agents in non-adhering work states

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