Urgent Hiring: Real Time Management Associate - Makati

Essential Functions/Core Responsibilities
• Distributes accurate and timely agent schedules
• Inputs intraday corrections and exceptions into systems for agent time off and absences
• Monitors inbound volume for unusual activity to ensure staffing needs are met
• Recognize abnormal scheduling issues and escalate as necessary
• Initiates and coordinates trouble tickets and escalate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center
• Reviews agent availability to ensure that client service agreements are met

Candidate Profile
• Bachelor's degree in related field with less than two years of relevant experience preferred
• Minimum one year experience in a call center required
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills
• Excellent organizational skills
• Strong attention to detail
• Ability to coach and develop action plans to maximize performance
• Proven ability to analyze and improve work processes and policies
• Excellent customer service/support skills, and ability to work well under pressure
• Proficient in Microsoft Office
• Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred

• Willing to start asap.

• Can work onsite. This is 100% onsite assignment (Makati ANE).