Workforce Management Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver hourly, daily, weekly, and month-to-date reports as needed.

• Analyze forecasts and pinpoint deviations for both the previous and current days.

• Identify the root causes of discrepancies and variances.

• Ensure the accuracy and efficiency of reports; detect and resolve errors.

• Provide real-time analysis and reporting throughout the day.

• Manage real-time segment entry requests for the Segment Entry Process.

• Ensure all agent activities are accurately recorded using exception codes.

• Conduct real-time updates for absences and off-phone activities.

• System Downtime Communication: Notify all stakeholders of any system downtime.

• Escalate system and tool issues to Qualfon and the Client.

• Offer timely and clear communication to Operations and Clients during downtimes.

• Document and distribute downtime summary reports.

• Intraday Staffing Management: Oversee and manage staffing levels for the program throughout the day.

• Provide staffing updates to Operations at each interval during business hours.

• Manage staffing according to skill and organizational needs.

• Monitor actual staffing against scheduled staffing levels.

• Initiate overtime or off-phone activities as necessary to fulfill weekly FTE requirements.

• ACD and Schedule Adherence Monitoring: Track real-time ACD agent work state reports.

• Identify agents who are in non-compliant work states.

• Monitor and report schedule adherence performance to Operations Management.

• Manage auxiliary activities related to changes in the Verint schedule.

• Queue and Skill Management: Conduct queue checks throughout the day to validate skill plans.

• Ensure that queues are cleared by the end of business hours.

• Accommodate skill change requests from Operations or the Client.

• Implement skill changes as necessary.

⛳️ Requirements

• A graduate of any course or completion of at least three (3) years of relevant college coursework.

• A minimum of 6 months to 1 year of experience in a related field.

• Proficiency in MS Excel.

• Familiarity with MS Office applications.

• Experience with Avaya CMS Supervisor and/or ACD reporting tools.

• Strong attention to detail.

• Working knowledge of Workforce Management (WFM) tools.

• Understanding of FTE projection and calculation.

• Knowledge of program-specific segment descriptions.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events