Job Purpose:
Ensure maximum network resource productivity and efficiency by use of resource planning in order to achieve targeted service levels. Proactively address shift and daily operational productivity to ensure agreed network call and multi-media service levels are met. Produce staff schedules and rosters for multiple sites across the Commercial Contact Centres network.
Minimum Requirements:
- Applicants must be willing to work and relocate to Clark, Pampanga
- Applicants must be a Filipino citizen and have a relevant residence status
- High School Diploma/GED required (College degree is preferred)
- Resource planning experience within a contact centre preferred
- Ability to work on own initiative under pressure and to meet tight deadlines and deliver strong results within a virtual team environment.
- Must be assertive with strong interpersonal, influencing and communication skills and have the ability to build enduring relationships within the business.
- Numerical and statistical understanding is essential.
- PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
Key Responsibilities and Accountabilities:
- Proactively address shift and daily operational productivity and manage and troubleshoot immediate operational issues in order to maintain network service levels and to ensure impact on customer service across the contact centre and retail office network is kept to a minimum.
- Communicate regularly throughout the shift with Operations to identify schedule adherence issues and their impact on the business and to agree a plan of action to maintain agreed network and contact centre multi media service levels.
- Produce and maintain staff rosters and schedules which ensure that targeted service levels are achieved. Develop monthly ensuring schedules optimise available resource. Develop annual leave and training plans for each contact centre ensuring each area has adequate staff to meet service levels.
- Ensure adequate off phone time is allocated to allow for training, team and other non call or multi media related activities.
- Evaluate the impact of proposed training plans and recommend solutions to ensure a balanced schedule.
- Monitor recruitment and attrition rates and collaborate operations and Training team to ensure adequate resource is recruited and competent in appropriate skills.
- Ensure staff are aware of Emirates absence, sickness and leave policy and produce regular updates and briefings on policy as appropriate.
