Location
dumaguete, negros oriental, Philippines
Posted
July 24, 2026
Job Description
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...