SPECIALIST II, WORKFORCE MANAGEMENT
This is a fully remote position.
Benefits & Time Off: As a full-time position, Company benefits are offered in compliance with the Affordable Care Act (ACA), state and federal law, and Company policies. These benefits include Medical, Dental, Vision, Employee Assistance Program, Life and Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Accident, Critical Illness, Hospital Indemnity, Legal, Identity Protection, Pet Insurance, and 401k. Full-time employees are eligible to receive paid time off (PTO) benefits based on the Company’s current paid time off policies and in accordance with applicable state law. Further, Colorado residents are eligible for Paid Sick and Safety Leave, per applicable state law provisions and Company policy. All benefits are subject to any plan changes at the Company’s sole discretion.
Compensation: this position will be paid on an hourly basis with a pay rate of $17.50 per hour. This base pay is subject to all applicable statutory deductions and authorized withholdings as required by law. This base pay is also subject to any authorized deductions to contribute toward the employee’s portion of benefits premiums and/or 401(k) contributions.
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/
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 auxiliary’s 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
Internal Requirements
1. Attendance: Employee must be meeting attendance expectations* – no more than unexcused 3 absences, no more than 6 unexcused tardy occurrences, and 0 “No Call-No Shows” within the last 90 days. *Unexcused occurrences do not include pre-approved accommodations provided by the Person Office.
2. Tenure: Employee must have a minimum of 90 days tenure at Qualfon.
3. Performance: Employee must be meeting KPI expectations. Agent cannot have any current corrective actions at a written level or probation/final warning
- 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
College graduate or 3 years related courses; 90 days tenure at Qualfon; meeting attendance and KPI expectations; knowledge of FTE projection, workforce management, MS Office, Avaya CMS Supervisor or ACD reporting tool.
Key Responsibilities
- monitoring staffing levels
- managing agent schedules
- communicating system issues
Skills & Tools
Microsoft Office, Avaya CMS Supervisor, ACD reporting tool, Verint, IEX, eWFM, Aspect, Impact 360
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 36,400 – 36,400 / year
- Languages: English
Benefits
- Generous paid time off
- Retirement plan
About Qualfon
A company providing workforce management and customer service solutions. — Industry: Information Technology