Workforce Management Specialist II

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Qualfon

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

🤝 B2B

🛍️ eCommerce

📡 Telecommunications

B2B • eCommerce • Telecommunications

Qualfon is a comprehensive provider of customer engagement solutions, specializing in services such as contact center operations, digital marketing, data analytics, and fulfillment. The company focuses on enhancing customer interactions and driving revenue through a blend of innovative marketing strategies and back-office support. With a strong commitment to customer care, Qualfon aims to improve customer loyalty and satisfaction across various industries.

📋 Description

• 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. • 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. • 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. • 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. • 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. • 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.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development budget • Home office setup allowance • Global team events