BPO Workforce Specialist for a PIONEER ACCOUNT

4 weeks ago

Pasay, Philippines EPX: EPERFORMAX CONTACT CENTERS Full time

BPO Workforce Specialist for a PIONEER ACCOUNT 5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Direct message the job poster from EPX: EPERFORMAX CONTACT CENTERS Manage intraday staffing needs in order to meet client requirements based on prescribed intervals Monitor real-time teammates’ call/email/chat status in order to maintain efficiency in serving customers Regularly update teammates’ adherence in order to reflect accurate reports which are critical to client analysis and teammate bonuses Communicate identified intraday risks to the site’s stakeholders through program prescribed reports such as, but not limited to, queue status, absenteeism, system issue escalations, interval call drivers, shrink reports and call-in report Regulate proactive approval and denial of discretionary off-the-phone activities such as, but not limited to, scheduled vacation and sick leave applications, trainings and meetings in order to meet service levels Adjust schedules accordingly to adapt to current day changes if forecast has high deviation from actual Maintain employee information changes Analyze and optimize schedules accordingly to meet the forecasted requirement provided by the client Actively participate in weekly and daily staffing review with management or other stakeholders to detail past, present and forecasted performance in order to adequately staff personnel to meet client requirements Requirements : 2-year undergraduate degree (communications arts and education majors preferred) or equivalent call center experience At least 1 year experience as a call center/BPO Workforce Specialist in a technical account (highspeed internet preferred) Experience in developing talents to their full potential Effective communication and interpersonal skills Proficient in creating reports and in using MS Office Must be willing to work flexible schedules (including weekends and holidays) Seniority level Entry level Employment type Full-time Job function Other, Information Technology, and Management Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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