Onsite Real-Time Call Center 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

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.