Main Objectives and Duties:
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 to Operations Team from Account’s Workforce Management during any downtime
- Documents and sends the downtime summary report
2. Monitor and manage intraday staffing levels for Client’s.
- Update the Operations with staffing every interval during the hours of operations
- Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
- Monitor the actual staffing versus the scheduled
- Initiates to offer overtime if needed to meet the weekly FTE requirement
3. Monitor real-time ACD agent work state reports
- Responsible in calling out agents in non-adhering work states
- Monitor and sends the Schedule Adherence performance alert or report 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 at least twice a day to cross reference from the existing Skill Plan of the Account management
- Accommodate Split/Skill change request to Account’s Workforce
5. Accommodate and perform requests and assignments as directed
- Ability to provide and complete requested assignments on a timely manner
- Ensure the all provided information requested are correct