MANAGER, WORKFORCE MANAGEMENT

Overview

Responsibilities

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.
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.
   • Prepares another shift distribution that would be best f...