Vacancy Description
- 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
- 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
- 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
Ready to Apply?
अभी आवेदन करें
Submit your application for SPECIALIST II, WORKFORCE MANAGEMENT (RTA) at Qualfon
Apply for this Position