Workforce Management Lead
2 days ago
Company Overview
">Quess Philippines Corporation is a leading business process management company that provides end-to-end solutions to various industries. We pride ourselves on our innovative approach, commitment to excellence, and dedication to delivering high-quality services.
">Job Description
">The RTA Supervisor will be responsible for managing a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs. The successful candidate will have experience in workforce management tools like Verint, Genesys, Aspect, and Calabrio, as well as advanced Excel knowledge and excellent interpersonal and communication skills.
">Required Skills and Qualifications
">- 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.
- Team player as well as skilled individual contributor.
- Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
- People management and ability to get work done under high-pressure situations.
Benefits
">The successful candidate can expect a range of benefits, including opportunities for career growth and development, a competitive salary package, and a supportive work environment.
">Others
">The RTA Supervisor will be responsible for enforcing schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA. They will also monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
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