SPECIALIST II, WORKFORCE MANAGEMENT
On-siteManila, Metro Manila, Philippines
Job Summary
Communicate system downtimes to stakeholders, escalate tool issues to Qualfon and account management, and document downtime summaries. Monitor and manage intraday staffing levels by updating Operations, managing server staff in Miami and Atlanta, and initiating overtime offers to meet weekly FTE requirements. Track real-time ACD agent work states, call out non-adhering agents, and send schedule adherence performance alerts. Ensure split/skill assignments by running daily checks against the skill plan and accommodating change requests. Complete directed assignments accurately while maintaining data integrity. Requires proficiency in Avaya CMS Supervisor and MS Office.
Required Qualifications
- Keen attention to detail
- Ability to interact and relay instructions effectively to all levels of management
- Working knowledge of Workforce Management and Operations processes
- Proficiency in MS Office applications and Avaya CMS Supervisor or any ACD reporting tool
- Knowledge of KPI calculations within Operations
- Keenness to Detail
- Analytical & Logical Thinking
- Forecasting
- College graduate or completed at least 3 years of any related course
- Knowledge in FTE projection and calculation
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.