SPECIALIST II, WORKFORCE MANAGEMENT

Responsibilities

• Communicates any system downtimes 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
• Monitors and sends schedule adherence performance alerts/reports to Operations
• Monitors actual staffing versus scheduled staffing
• Monitors client-approved discretionary activities within agent work states
• Calls out agents in non-adhering work states
• Monitor real-time ACD agent work state reports
• Monitors and manages 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
• Initiates ov...

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