Senior Executive WFM
1 week ago
JOB TITLE: Senior Executive WFM
CAMPAIGN: Banking & Financial Services
SALARY OFFER: 30-45K range
WORK SET-UP: Onsite
LOCATION: Philippines - Bridgetowne, Quezon City
QUALIFICATIONS:
Scheduling/RTA required skills:
- Real Time Queue Management of multiple skills from different LOBs and channels such as phone and chat. This includes the following:
- Monitoring agents schedule adherence, actual activities such as long talk time, long hold time and ACW, as well as the proper Aux States.
- Monitors the running performance such as ASA/Service Level and Occupancy.
- Manage multiple skilling/cross-skilling as required to balance WF metrics set by the Client.
- Analytical skills.
- Performance Management monitoring of intra-day performance activities of all LOBs based on the WF metrics set by the Client.
- Re-forecasting IDP based on running performance for the day.
- Break schedule optimization.
- Provides Overtime and VTO/Pull out recommendations based on the running performance.
- Good communication skills (Oral and written).
JOB DESCRIPTION:
- Manage the call volume, daily attendance, and program break schedules.
- Assist with creation of metrics and targets for services.
- Work closely with the operations team to analyze and help improve their delivery processes.
- Generate ideas for process and service improvement planning.
- Produce daily, biweekly, and monthly internal reports.
- Use trends and reports to forecast requirements.
- Assist with projects and other duties as requested or assigned.
- Contributes to the decision making based on experience to ensure success.
Qualified candidates should send CV to deborah@gratitudeindia.com
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