Duties and Responsibilities:- Optimize staffing (based real time or actual offered) on a real time basis as per established guidelines and by identifying and recommending OT and VTO opportunities.
Manage accounts real time occupancy and agent utilization.- Monitor account's productivity.
Manage skill updates, updates agents proficiency, maintain associate mapping tables and keep track that skill matrix are up to date.
- Analysis of real time workload requirements, and call routing to manage performance to service level requirements.
Real time adjustment of planned/plotted off line activities based on real time SLA status. Manually adjust breaks and lunch in order to maximize coverage as needed. Manage real time exception coding.- Creating and maintaining Intraday and End of day performance reports which should include analysis as to what drove SL performance. Real time reports includes but not limited to attendance, AHT, adherence report, Over-break /over lunch and OT/VTO report (if applicable).
Ensure Outage Report/Notification is done real time.
- Provide updated SLA projection and high list risk and recommend mitigation plans to still meet KPI.
Re-forecast or capable of computing actual requirement based on actual performance - actual volume, AHT, lost hours.- This position is responsible for answering real time client queries regarding the queues and making corresponding scheduled activity changes.
Provides regular update to internal and external stakeholders (Ops, Workforce, and Client).
- Other duties as assigned.
- With a strong mathematical background, analytical and problem solving abilities
Excellent computer skills including MS Excel and other MS Productivity software like PowerBi, Tableau, Etc.
- With workforce or report preparation background not necessary but is a plus
Good oral and written communication skills
Work Onsite and Work-from-Home Allowances- Performance and Attendance Incentives
Paid Leaves
Job Security and Advancement
Job Type: Full-time
Pay: Php19,- 00 - Php25,000.00 per month
Schedule: - 8 hour shift
Supplemental pay types: Anniversary bonus
Yearly bonus
Ability to commute/relocate:
Quezon City: Reliably commute or planning to relocate before starting work (Required)
