Onsite Call Center Real Time Analyst (Workforce Management)

Qualfon Philippines; Irving (TX); On-site; USD 55,000 - 90,000; Full time

Job summary

QUALFON is seeking a skilled Workforce Analyst to monitor intraday staffing, manage split/skill assignments, and provide analytical insights to improve performance at our Irving facility. The role requires onsite presence and strong data proficiency.

The ideal candidate has college-level education and experience with MS Office, Verint, Avaya CMS, and other ACD reporting tools, with a keen eye for detail and proactive communication.

Qualifications

• Must be able to analyze data and create actionable insights.
• Experience with workforce management processes and reporting.
• Strong attention to detail and accuracy in documentation.
• Able to communicate instructions effectively to all management levels.
• Proficient with MS Office and contact center reporting tools.

Responsibilities

• Communicates system downtimes to all stakeholders.
• Monitor intraday staffing levels and update operations with opportunities.
• Monitor real-time agent work states and schedule adherence alerts.
• Manage split/skill assignments and adjust staffing to real-time needs.
• Fulfill requests and assignments promptly with correct information.

Skills

Attention to detail

Data analysis

Forecasting

Analytical thinking

Communication skills

Work under pressure

Education

College graduate or completed 3 years of related courses

Tools

MS Office

Avaya CMS Supervisor

ACD reporting tool

Verint / ACD systems

IEX / eWFM

Job description

OVERVIEW

This position will require onsite presence at our facility in Irving.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

RESPONSIBILITIES

1. Communicates any system downtimes to all stakeholders

• Escalates any system downtime and tool issues to the Qualfon and Account’s Management
• Communicate effectively any information deviating from plan to Operations Team from Account’s Workforce Management
• Documents and sends pertinent analytical insight to improve performance

2. Monitor and manage intraday staffing levels for Client’s.

• Update the Operations with staffing every interval during the hours of operations that presents opportunities
• Managing staff levels through Skill and Organizational requirements
• Monitor the actual staffing deviations and recommend OT or VTO adjustments as needed
• Provides insight into necessary staffing adjustments to improve future outcomes

3. Monitor real-time ACD agent work state reports

• Responsible adjusting and coding agents in non-adhering work states
• Monitor and sends the Schedule Adherence performance alert to Operations
• Monitor the Client’s approved discretionary activities of the agents work state
• Management of auxiliaries activities for any Verint related schedule changes

4. Ensures the Split/Skill assignment of all agents

• Runs a split/skill check to cross reference from the existing Skill Plan of the Account management
• Accommodate Split/Skill change request to account for real time needs

5. Accommodate and perform requests and assignments as directed

• Ability to provide and complete requested assignments on a timely manner
• Ensure all provided information requested is correct

QUALIFICATIONS

• College Graduate or have completed at least 3 years of any related courses.
• Knowledge on FTE projection and calculation
• Keen to details
• Ability to interact and relay instructions effectively to all levels of management
• Working knowledge on Workforce Management and Operation process
• Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
• Working knowledge on KPI calculation of the Operation

Competencies:

• Data Management

1. Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes
2. Update and create reporting to drive better decision making toward target achievement
3. Keenness to Detail
4. Ability to pay keen attention to details in a job, situation, report, event, plan, activity, etc., to ensure that information is complete and accurate, and all other aspects are attended to properly and adequately; and to follow up with those involved to ensure that agreements and commitments are fulfilled

• Workforce Management

1. Ability to plan, lead, organize, and control the various Workforce processes such as staffing, projections, scheduling, service level analysis, metrics monitoring, etc., using various tools such as: Avaya, CMS, Verint, IEX, eWFM, Aspect, Impact 360, Basic Erlang B & C Distribution, Queuing Theory, Statistical tools like descriptive analysis, inferential analysis, Capacity utilization analysis

• Analytical & Logical Thinking

1. Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources and identify alternative actions.
2. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach
3. Ability to perform under pressure while maintaining quality and professionalism

• Forecasting

1. Ability to develop models or projections based on the study of past results, relationships, and data, and anticipating future trends/events
2. Ability to reforecast real-time to adjust strategies based on ongoing tendencies