About this role
Primarily responsible in closely monitoring real time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.
Duties and responsibilities
Quality Management
● Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
● Monitors Bi-hourly call volumes, AHT, and staffi ng requirements. Alert Operations management on threshold violation
Information Management
● Verifi es communication of all information relevant to staffi ng
● Plots PTO/SWAP in the database as against allocation
● Update employee and team data maintained in the workforce management software
● Facilitate agent skill assignment
Report Generation
● Monitor, track and report agent schedule adherence and employee occurrences
● Ensures timeliness and accuracy of the entire reports needed for an account where they are specifi cally assigned
● Monitor and report allocation to workforce management team that may trigger changes in staffi ng plan and schedule
Liaise with Other Departments/Units
● Act as cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
● Assist Operations Management with any schedule or staffing information requirement Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or for his personal and professional training, education or development as programmed by superiors.
Qualifications:
● Preferably with RTA experience but open to Agents as well
● Proficient in using Excel
● Must be amenable to work in Eastwood, Quezon City