Specialist 2 - 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