SPECIALIST II, WORKFORCE MANAGEMENT

OVERVIEW

Main Objectives and Duties

• 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.

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.

System Downtime Communication

• Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client.
• Provide timely, clear communication to Operations and Clients during downtimes.
• Document and send downtime summary re...