Job Description
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. ...
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