MANAGER, WORKFORCE

Job Summary

Main objectives and functions:

1. Real- Time operational status / performance for all Qualfon Sites.
○ Reviews client’s half –hour staffing report
○ Ensures optimal staffing is in place to meet the client service level agreements on real-time.
○ Conducts and monitors staffing with all the centers randomly.

2. Agent Schedules for the Group Accounts
○ Ensures the availability of 14 day rolling schedules.
○ Essential business owner need per skill group.
○ Reviews the work pattern assignment
○ Ensures schedule/distribute work for call center.
○ Works with the client business owners, operations managers and workforce analysts globally in establishing the 2 week rolling schedules.

3.Resolutions for scheduling conflicts and / or special scheduling requests.
○ Simulates the hours that will be generated with the given schedules and get the total hours loss...