Workforce Management Coordinator

5 days ago


Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time

HGS Offshore Staffing Solutions (HGS OSS)

Career Advancement Opportunities

On-site - Taguig 1-3 Yrs Exp Bachelor Full-time

Job Summary

The Real-Time Analyst is responsible for monitoring and managing real-time contact centre performance, ensuring optimal staffing levels and service level adherence. This involves collaborating with key stakeholders to drive efficiency, reduce wait times, and enhance customer experience.

The incumbent will be responsible for:

  • Analysing and reporting real-time and historical performance trends to the Leadership Team.
  • Monitoring agent adherence to schedules and logging relevant schedule exceptions.
  • Implementing and maintaining a consistent roster and break schedule for a smooth workflow across all channels.
  • Tracking and responding to understaffing or overstaffing situations by re-skilling agents and leveraging overtime as necessary.
  • Improving Contact Centre productivity across all channel mediums by addressing behavioural opportunities with frontline team members and discussing them with the frontline leadership team.
Responsibilities

The Real-Time Analyst will work closely with the Operations team to ensure seamless service delivery. They will be responsible for reviewing and analysing performance data, identifying areas for improvement, and developing strategies to address these gaps.

  1. Monitoring interaction channels and implementing defined strategies to maintain efficient service levels across all teams, channels, and locations.
  2. Reviewing actual shrinkage versus planned shrinkage with the Workforce Planner and identifying opportunities to improve operational efficiencies in real-time.
  3. Reviewing the schedule plan and making recommendations for performance intervals, daily and weekly improvements, including training needs and shift adjustments.
  4. Managing historical reporting data useful for tracking operational efficiency, including attendance, overtime, EOD reports, per interval reporting, and concurrence reporting.
Professional Requirements

A bachelor's degree in any field and at least 1-2 years of working experience in a similar position are required. Proficiency in MS Office and Google Suites, with strong technical aptitude, is essential.



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