Job Description

Job Summary

Main Objectives and Duties:

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 to Operations Team from Account’s Workforce Management during any downtime
  • Documents and sends the downtime summary report

    • 2. 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

    • 3. Monitor real-time ACD agent work state reports

  • Responsible in calling out agents in non-adhering work sta...

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