Job Description
- 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 to Operations Team from Account’s Workforce Management during any downtime
- Documents and sends the downtime summary report
- Monitor and manage intraday staffing levels for Client’s.
- Update the Operations with staffing every interval during the hours of operations
- Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
- Monitor the actual staffing versus the scheduled Initiates to offer overtime if needed to meet the weekly FTE requirement
- Responsible in calling out agents in non-adhering work states
- Monitor and sends the Schedule Adherence performance alert or report to Operations
- Monitor the Client’s approved discretionary activities of the agents work state
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