About this role
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:
● At least 1 year of RTA experience
● Proficient in using Excel
● Analytical, and problem solving skills and be very detail oriented.
● Must be amenable to work in Eastwood, Quezon City