Cebu, 07, PH, 6000
Description:
Are you one that AIMS HIGHER? REACHES FARTHER when it comes to real-time management? Can you ACT BOLD.BE PASSIONATE with your impressive knowledge and analytics in the contact center industry? Can you BE ONE.HELP MANY in a way that produces results and meets our targets? Do you want to BE DIFFERENT.BE YOU and LEARN MORE. TAKE ACTION?
JOIN OUR TEAM TODAY!
We are hiring an Associate, Workforce Management for our call center in Cebu City, Philippines who will oversee current week schedule adjustments, real-time monitoring, tracking, documenting, communication, and reporting on multiple channels/lines of business to meet the programs’ contractual metrics. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.
ESSENTIAL FUNCTIONS:
- Maximize call outs of agents’ behavior and non-adherence based on approved wdocumentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
- Real-time monitoring of assigned program queues and applying corrective actions to achieve and/or optimize KPI / contractual requirements.
- Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
- Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
- Weekly to real-time planning and scheduling off-production events (e.g. training, meeting, etc.) without compromising client requirements.
- Routing and allocating of agent skillsets using documented structured approach.
- Perform other duties assigned related to WFM Real-Time Management
- Processing and approval of tickets and requests via IEX / IEX Web station or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
- Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
- Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency and other KPI goals are met.
- First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue.
- Coordinate and collaborate with Operations, IT, HR and other departments to ensure 100% production functionality.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
ADDITIONAL REQUIREMENTS:
- Minimum high school diploma or equivalent
- At least 1-year BPO set-up or captive center, previous RTA experience a plus
- Strong command of the English language and effective business operational language
- Excellent communication skills – both written and verbal
- Advanced proficiency of mathematical and analytical skills
- Effective collaboration with various team members and departments
- Basic computer skills and elementary Proficiency and knowledge of MS Office (Excel, Outlook, Word) and Windows OS X
- Ability to focus on performance and results and take initiative to act accordingly
- Knowledge of general contact center processes
- Identifying problems and solving
PREFFERED, NOT REQUIRED:
- Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
- Knowledge of the COPC methodology
- Knowledge of the Lean Six Sigma methodology
- Elementary knowledge of the complete WFM process, specific calculations, procedures, tools, and terminology
- Analytics experience or training in the field
BENEFITS & PERKS:
- Competitive base salary
- Overtime available
- HMO coverage & other company benefits
- Life insurance upon joining
- State-of-the-art facilities & great work environment
Paid training
- Opportunity for career growth within
About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
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