Workforce Executive (Iloilo City)

Qualifications:

• At least 2 years customer care and/or call center experience preferred
• Amenable to work onsite in Iloilo City
• Scheduling/RTA required skills
• Real Time Queue Management of multiple skills from different LOBs and channels such as phone and chat. This includes the following:
• Monitoring agents’ schedule adherence, actual activities such as long talk time, long hold time and ACW, as well as the proper Aux States.
• Monitors the running performance such as ASA/Service Level and Occupancy.
• Manage multiple skilling/cross-skilling as required to balance WF metrics set by the Client.
• Analytical skills
• Performance Management – monitoring of intra-day performance activities of all LOBs based on the WF metrics set by the Client.
• Re-forecasting IDP based on running performance for the day.
• Break schedule optimization.
• Provides Overtime and VTO/Pull out recommendations based on the running performance.
• Good communication skills (Oral and written)

Job Description:

• Perform real-time management, determine schedules, and/or execute shift bids at site level.
• Manage the call volume, daily attendance, and program break schedules.
• Assist with creation if metrics and targets for services.
• Work closely with the operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly, and monthly internal reports.
• Use trends and reports to forecast requirements.
• Assist with projects and other duties as requested or assigned.
• Contributes to the decision making based on experience to ensure success.
• Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.
• Provide feedback regarding disciplinary or hiring decisions.