Real Time Analyst

Full Time
EXPIRES 18 Oct, 2019

Job Location

Qualfon Guyana - Providence Campus, East Bank Demerara.


  • High school graduate.
  • Vast knowledge with regards to Microsoft office, more so excel
  • 1-2 years experience in the call center industry


1. Communicates any system downtimes to all stakeholders   

  • Escalates any system downtime and tool issues to the Qualfon and Account’s Management
  • Communicate effectively any information to Operations Team from Account’s Workforce Management during any downtime
  • Documents and sends the downtime summary report 

2. Monitor and manage intraday staffing levels for Client’s.       

  • Update the Operations with staffing every interval during the hours of operations
  • Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
  • Monitor the actual staffing versus the scheduled
  • Initiates to offer overtime if needed to meet the weekly FTE requirement 

3. Monitor real-time ACD agent work state reports               

  • Responsible in calling out agents in non-adhering work states
  • Monitor and sends the Schedule Adherence performance alert or report to Operations
  • Monitor the Client’s approved discretionary activities of the agents work state
  • Management of auxiliaries activities for any Verint related schedule changes 

4. Ensures the Split/Skill assignment of all agents            

  • Runs a split/skill check at least twice a day to cross reference from the existing Skill Plan of the Account management
  • Accommodate Split/Skill change request to Account’s Workforce 

5. Accommodate and perform requests and assignments as directed    

  • Ability to provide and complete requested assignments on a timely manner
  • Ensure the all provided information requested are correct

Apply now

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Qualfon Providence Campus

Qualfon Providence Campus


Qualfon is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media and blogs. Qualfon is the largest private employer in Guyana and we offer numerous benefits to our employees, such as: Industry Leading Training Facilities, Large Indoor Cafeteria, Career Opportunities, Education (Qualfon University merged with The University of Guyana), Qualfon Foundation & Community Outreach programs, Milk Subsidy Program for all mothers, Fun Clubs (Dance classes, Spanish classes, cooking classes, Mandarin Classes, etc), Employee Benefits Program with leading vendors in Guyana, Performance Incentive Programs (earn more money), Weekly & Monthly giveaways, and the list goes on... Join us today and indulge in the benefits of working with a Global Company.
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