Job Duties and Responsibilities:
- Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI)
- Manage the daily/intraday performance reports and update status to Leadership
- Manage daily and intraday schedule adherence
- Analyze past call volume, interval arrival patterns and staffing patterns
- Re-allocate inbound volume and staffing assignment (if needed)
- Encode exceptions on the WFM tools
- The point of contact for any additional in-center pullout requests internally and from different vendors
- Communicating any real-impacts (outages, influxes in volume, vendor issues)
- Passionate about delivering an excellent Customer Experience
- Minimum of 3 year of relevant experience in Workforce Management / Operations
- Expertise in real-time management, reporting and has background in scheduling and capacity planning
- Proficient in the use of workforce management tools
- Able to work with large amounts of data to identify trends and patterns.
- Specialist in spreadsheet tools like Excel and Google Sheet.
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
- Excellent written and verbal communication skills required
- Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance.
Nice to haves:
- Experience using BI tool such as Looker and Salesforce
- SQL experience a plus
- Experience meeting with and presenting information to senior leadership.
- Within an expert level in GSheet
- Strong analytical and problem solving skills
- Willing to work onsite located in Taguig, BGC
- Amenable to work with weekend shift
