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