Real Time Analyst (Onsite - Manila)

Qualfon Philippines, Inc.; Metro Manila; Vor Ort; PHP 350.000 - 550.000; Vollzeit

Zusammenfassung

Qualfon Philippines, Inc. seeks an experienced Specialist II, Workforce Management (Intraday Analyst) to deliver real-time operational insights.

You will monitor intraday staffing, analyze forecasts, and handle segment updates with a focus on accuracy and timeliness. Responsibilities include producing hourly to month-to-date reports, managing ACD and queue health, and communicating downtime and issues clearly to Operations and clients.

Qualifikationen

• Bachelor's degree not required; completion of at least three years of related coursework or equivalent work exposure.
• Minimum 6 months to 1 year of related work experience in a relevant field.

Aufgaben

• Deliver hourly, daily, weekly, and month-to-date reports; analyze forecasts and deviations.
• Monitor intraday staffing; provide real-time updates to Operations.
• Communicate system downtime to stakeholders and escalate issues.
• Manage intraday scheduling and staffing to meet weekly FTE targets.
• Monitor ACD adherence and queue health; adjust skill plans as needed.
• Handle real-time segment updates for absences and off-phone activities.
• Ensure data accuracy and timely reporting across tools and platforms.

Kenntnisse

Analytical thinking

Communication

Attention to detail

Data management

Workforce management

Tools

Avaya CMS Supervisor

ACD reporting tools

Verint

Blue Pumpkin

IEX

eWFM

Aspect

Impact 360

Jobbeschreibung

Overview

Role: Specialist II, Workforce Management (Intraday Analyst)

Responsibilities

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