Roles and Responsibilities:
- Analysis – Strong Analytical skills
- Should be able to handle and achieve the departmental requirements.
- Knowledge of VBA, MS Access, SQL preferable.
- Maintaining secrecy of data.
- Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.
- Should be open to change; multi-tasking skills.
- Team management.
- Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
Key Deliverables (KRA/Measure):
- Accurate and timely reporting.
- Client Management – Internal and External
- Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.
- Meeting client requirements within TAT and with accuracy.
- Ability to handle high level data analysis and data.
- Ensure all SLA’s related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.
- Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.
- Should look at revenue enhancement opportunities within the business.
- Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.
Skill Sets:
- Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
- Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
- Should have good excel skills and be able to up-skill the team on excel skill sets if required, be hands on with creating reports.
- Knowledge of VBA/SQL preferable.
- Should have exposure to Aspect/IEX/BP standard WFM tools.
- Should be sound in his knowledge of Avaya CMS.
- Should be able to think on the feet to make decisions related to steps which would impact business.
Experience:
- Should have WFM experience (please refer to the section “Skill Sets”) for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.
Job Type: Full-time
Pay: Php90,000.00 - Php100,000.00 per month