Workforce Real Time Analyst
1. Validates IVR and Holding functionality System.
2. Log outs the IVR system
3. Creates Log in and Log out Report of Scheduled Agents per shift with the use of Blue Pumpkin User Group
4. Tagging of Attendance, Lates, Approved Time Off and Voluntary Time Off Request by Operations and Agents.
5. Approves Vacation Leaves and Schedule Change or swap request from Agents based from the Forecasted volume of calls.
6. Decides or recommends number of Time Offs, Overtime and Voluntary Time Offs per shift based on the Offered calls.
7. Creates Interval Reports, Call Summary Report, Adherence Summary Report, Deviation Reports, and Hourly Intra-day on a daily, weekly and monthly basis.
8. In charge of managing the Call Volume, AHT, Total number of agents per shift, Schedule of Agents, Adherence Check and all CMS related activities (i.e. Holding time, After Call Work, Over breaks etc) real time
9. Simple Troubleshooting of Avaya, Siebel and NT log in of agents
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