Contact Center Supervisor

1 day ago


Cebu City, Central Visayas, Philippines QUESS PHILIPPINES CORPORATION Full time

Job Overview

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The RTA Supervisor will play a critical role in ensuring the success of our contact center operations. The ideal candidate will possess strong leadership skills, experience in workforce management, and proficiency in Microsoft Office tools.

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Responsibilities

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  • Lead a team of RTA analysts to achieve business objectives.
  • Ensure schedule adherence and KPI deliveries.
  • Monitor skilling changes for various units within a business.
  • Create intraday and historical reporting to share business KPI delivery with stakeholders.
  • Present performance review presentations to stakeholders with statistical and analytical insights.
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Requirements

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  • 6+ years of WFM experience with hands-on experience of IEX and CXOne.
  • Working knowledge of WFM tools like Verint, Genesys, Aspect, and Calabrio.
  • Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word, and Outlook.
  • Experience with tools like Python, R, etc., will be an added advantage.
  • Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
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