Location
dumaguete, negros oriental, Philippines
Posted
June 18, 2026
Job Description
Overview
1. Communicates any system downtimes to all stakeholders
- Communicates any system downtime to all stakeholders
- Escalates any system downtime and tool issues to Qualfon and the account’s management
- Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
- Documents and sends the downtime summary report
2. Monitor and manage intraday staffing levels for Clients
- Updates Operations with staffing every interval during hours of operations
- Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
- Monitors actual staffing versus scheduled staffing
- Initiates overtime offers if needed to meet weekly FTE requirements
3. Monitor real-time ACD agent work state reports
- Calls out agents in non-adhering work states