Job Description:
JOB TITLE: Senior Executive WFM
CAMPAIGN: Banking & Financial Services
SALARY OFFER: 30-45K range
WORK SET-UP: Onsite
LOCATION: Philippines - Bridgetowne, Quezon City
QUALIFICATIONS:
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:
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.
Qualified candidates should send CV to deborah@gratitudeindia.com