Business Process Outsourcing (BPO)

Onsite Call Center Real Time Analyst (Workforce Management)

Irving, TXOnsiteFull TimePosted 1 month agoVisa sponsorship available

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Required skills

Workforce Management
Real Time Analyst
Intraday staffing
ACD agent work state
Schedule Adherence
Split/Skill assignment
FTE projection
KPI calculation
Avaya CMS Supervisor
Verint

Nice to have

Process improvement
Data models
Data standards
Data processes
Reporting for decision making

Role summary

QUALFON is seeking an Onsite Call Center Real Time Analyst in Irving. This role involves monitoring and managing intraday staffing levels, real-time agent work states, and schedule adherence. Responsibilities include communicating system downtimes, recommending staffing adjustments (OT/VTO), coding agents in non-adhering states, and ensuring correct split/skill assignments. The analyst will also manage auxiliaries and accommodate real-time needs. A college degree or 3 years of related coursework is required, along with working knowledge of Workforce Management, MS Office, Avaya CMS Supervisor or similar ACD tools, FTE projection, KPI calculation, and data management.

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

Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes

Update and create reporting to drive better decision making toward target achievement

Keenness to Detail

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

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

Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources and identify alternative actions.

Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach

Ability to perform under pressure while maintaining quality and professionalism

Forecasting

Ability to develop models or projections based on the study of past results, relationships, and data, and anticipating future trends/events

Ability to reforecast real-time to adjust strategies based on ongoing tendencies

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