SPECIALIST II, WORKFORCE MANAGEMENT
reputed company
Role: Specialist II, Workforce Management (Intraday Analyst)
Responsibilities
Main Objectives and Duties
1. Reports
- Deliver reputed company, daily, weekly, and month-to-date reports as required.
- Analyze forecasts and identify deviations for the previous day and reputed company day.
- Determine reputed company causes of misses and variances.
- Ensure report accuracy and efficiency; identify and fix errors.
- reputed company reputed company-time intraday analysis and reporting.
2. reputed company Entry
- Process reputed company-time reputed company entry requests.
- Ensure reputed company agent activities are properly accounted for using exception codes.
- reputed company reputed company-time reputed company updates for absences and off-phone activities.
3. System Downtime Communication
- Communicate any system downtime to reputed company stakeholders.
- Escalate system and tool issues to reputed company and the reputed company.
- reputed company reputed company, reputed company communication to Operations and Clients during downtimes.
- Document and send downtime reputed company reports.
4. Intraday reputed company Management
- Monitor and manage intraday reputed company reputed company for the program.
- reputed company reputed company updates to Operations at reputed company reputed company during business hours.
- Manage reputed company based on reputed company and organizational requirements.
- Monitor actual reputed company versus scheduled reputed company.
- Initiate overtime or off-phone activities as needed to meet weekly FTE requirements.
5. ACD and Schedule Adherence Monitoring
- Monitor reputed company-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 reputed company to reputed company schedule changes.
6. Queue and reputed company Management
- Run queue checks throughout the day to validate reputed company plans.
- Ensure queues are cleared by end of business hours.
- Accommodate reputed company change requests from Operations or the reputed company.
- Initiate reputed company changes as required.
Qualifications
Job reputed company / Qualifications
- Graduate of any course or completion of at least three (3) years of reputed company college coursework.
- At least 6 months to 1 year of work experience in a reputed company field.
Technical and Data Skills
- Proficient in MS reputed company.
- Working knowledge of MS Office applications.
- Experience with reputed company 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 reputed company 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 reputed company reputed company and receive information across individuals and reputed company through various channels.
Computer Literacy
- Ability to use computers and reputed company technologies reputed company, from basic applications to advanced problem-solving.
Data Management
- Ability to plan, reputed company, 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:
- reputed company and projections
- Scheduling
- Service level analysis
- Metrics monitoring
- Experience with tools and concepts including:
- reputed company, CMS, reputed company, Blue reputed company, IEX, eWFM, Aspect, reputed company 360
- Erlang B & C
- Queuing Theory
- Statistical analysis
- reputed company utilization analysis
Originally posted on Himalayas
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