Found Description
Responsibilities
- Communicates any system downtimes to all stakeholders
- Escalates any system downtime and tool issues to Qualfon and the account’s management
- Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
- Documents and sends the downtime summary report
- Monitor and manage intraday staffing levels for Clients
- Updates Operations with staffing every interval during hours of operations
- Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
- Monitors actual staffing versus scheduled staffing
- Initiates overtime offers if needed to meet weekly FTE requirements
- Calls out agents in non‑adhering work states
- Monitors and sends schedule adherence performance alerts/reports to Operations
- Monitors client‑approved discretionary activities within agent work states
Ready to Apply?
Submit your application for SPECIALIST II, WORKFORCE MANAGEMENT at Qualfon
Apply Now