Workforce Management Specialist II

Responsibilities

• Monitor and manage intraday staffing levels for Clients
• Update Operations with staffing every interval during hours of operations
• Manage staff levels in both Miami and Atlanta servers based on skill/organizational requirements
• Monitor actual staffing versus scheduled staffing
• Initiate overtime offers if needed to meet weekly FTE requirements
• Monitor real‑time ACD agent work state reports
• Call out agents in non‑adhering work states
• Monitor and send schedule adherence performance alerts/reports to Operations
• Monitor client‑approved discretionary activities within agent work states
• Manage auxiliary activities for any Verint‑related schedule changes
• Ensure the split/skill assignment of all agents
• Run split/skill checks at least twice daily to cross‑reference with the existing skill plan from Account Management
• Accommodate split/skill...