Key Responsibilities:
- Monitor team performance and provide interval reports from the dialer to supervisors and managers.
- Generate daily, weekly, and monthly progress reports for operations.
- Provide real-time updates on the statuses of inbound queues, both internally and externally.
- Forecast necessary agent staffing to ensure optimal call queue management.
- Determine appropriate staffing levels to meet operational goals.
- Assess and simulate the impact of forecasted volume, planned Average Handle Time (AHT), shrinkage, and other factors on service levels.
- Create and adjust team schedules on an interval, daily, and weekly basis, including production, breaks, meetings, and time off.
- Administer shift bids across multiple sites and lines of business.
- Develop and adjust employee schedules to meet daily work volume demands.
- Modify breaks, lunches, and start/stop times based on Intra-Day reporting.
- Analyze work volume patterns to identify trends and collaborate with operations on staffing needs.
- Create volume and handle time forecasts for various intervals.
- Manage the interval, daily, and weekly staffing plans to ensure the center is appropriately staffed.
Qualifications:
- Bachelor’s degree preferred.
- Proficiency in Microsoft Excel.
- Strong analytical skills and ability to work independently.
- Excellent written and verbal communication skills.
- Ability to collaborate with all levels of the organization in capturing, managing, and communicating performance metrics.
- Must be amenable to work onsite in Iloilo City.
Job Types: Full-time, Permanent
Pay: Php21,000.00 - Php30,000.00 per month
Ability to commute/relocate:
- Iloilo City: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Workforce Management: 2 years (Required)
Work Location: In person