SPECIALIST II, WORKFORCE MANAGEMENT

Overview

Role : Specialist II, Workforce Management (Intraday Analyst)

Responsibilities

Main Objectives and Duties

1. Reports

• Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real-time intraday analysis and reporting.

2. Segment Entry

• Process real-time segment entry requests.
• Ensure all agent activities are properly accounted for using exception codes.
• Perform real-time segment updates for absences and off-phone activities.

3. System Downtime Communication

• Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client. ...