Night-Shift Real-Time Operations Analyst

Qualfon Philippines, Inc.; Cebu City; On-site; PHP 42,000 - 66,000; Full time

Job summary

Qualfon Philippines, Inc. Cebu seeks a Workforce Management Associate for night shift onsite at IT Park. You will monitor real-time staffing, manage intraday levels across Miami and Atlanta, and escalate downtimes to account management.

The role requires strong attention to detail and clear communication across operations teams. Responsibilities include updating schedules, distributing downtime reports, ensuring accurate skill splits, and maintaining KPI calculations.

Qualifications

• College graduate or completed at least 3 years of related courses.
• Knowledge of FTE projection and calculation.
• Detail-oriented with keen eye for accuracy.
• Able to relay instructions to all management levels.
• Experience with Workforce Management and operations processes.
• Proficient in MS Office and Avaya CMS Supervisor or ACD reporting tools.
• Knowledge of KPI calculation for Operations.

Responsibilities

• Communicates system downtimes to all stakeholders.
• Escalates downtime and tool issues to Qualfon and Account's Management.
• Communicates downtime information to Operations Team.
• Documents and sends downtime summary report.
• Monitors and manages intraday staffing levels for Client's.
• Updates Operations with staffing during operating hours.
• Manages staff levels in Miami and Atlanta servers per skill/requirements.
• Monitors staffing vs schedule and initiates overtime to meet weekly FTE.
• Monitors real-time ACD agent work state reports.
• Calls out agents in non-adhering states.
• Monitors and sends Schedule Adherence alerts/reports to Operations.
• Monitors discretionary activities of agents' work states.
• Manages auxiliaries' activities for Verint schedule changes.
• Ensures split/skill assignment of all agents.
• Runs split/skill checks twice daily against Skill Plan.
• Accommodates split/skill changes and requests.
• Accepts and completes assignments timely.
• Ensures all provided information requested is correct.

Skills

FTE projection

Attention to detail

Communication to management

Workforce Management

MS Office

Avaya CMS

ACD reporting

KPI calculation

Education

College graduate / 3 years related courses

Tools

MS Office (Excel/Docs)

Avaya CMS Supervisor

ACD reporting tool

Job description

Qualfon Philippines, Inc. Cebu seeks a Workforce Management Associate for night shift onsite at IT Park. You will monitor real-time staffing, manage intraday levels across Miami and Atlanta, and escalate downtimes to account management.

The role requires strong attention to detail and clear communication across operations teams. Responsibilities include updating schedules, distributing downtime reports, ensuring accurate skill splits, and maintaining KPI calculations.