Service Level Expert

5 days ago

Davao City, Davao, Philippines ibex Full time

**About the Position:**

The Workforce Performance Manager is responsible for managing and balancing service levels across various programs, locations, lines of business, and products. This role requires a strong background in real-time monitoring and workforce analysis, with expertise in MS Excel and relevant WF tools such as IEX and CMS.

Main Responsibilities:

  • Service Level Management: Manage and balance service levels across various programs, locations, lines of business, and products.
  • Real-Time Monitoring: Monitor real-time call volume and schedule conformance to ensure efficient utilization of staffing resources and meet contractual obligations.
  • Event Scheduling: Coordinate and manage same-day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance.
  • Forecasting: Provide the WFM Scheduling team with future exceptions for scheduling in IEX to consistently maintain appropriate staffing levels.
  • CMS and RTA Analysis: Monitor CMS and RTA to assist management teams with acceptable agent adherence to schedules.
  • Trend Identification: Analyze trends such as call volume, AHT, and attendance to understand and plan for potential over-staffing/under-staffing conditions.
  • Resource Allocation: Manage agent profiles within CMS to best utilize all staffing resources.
  • Performance Tracking: Monitor available reports to effectively manage the performance of each call center business and/or product to acceptable results.
  • Support and Guidance: Participate in Help Desk calls to relay how issues are impacting the call center.
  • Reporting and Analytics: Assist in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results.
  • Communication and Collaboration: Effectively communicate call center performance and information by providing the business with informational updates regarding recent, current, and future state of the business.
  • Schedule Coordination: Schedule daily, weekly, and monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs.
  • Project Updates: Provide the business with timely status updates on projects and initiatives.

Requirements:

  • Education and Experience: Bachelor's degree (any field) or equivalent work experience.
  • Specialized Experience: At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis.
  • Technical Skills: Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
  • Problem-Solving Skills: Knowledge in problem-solving processes.
  • Communication and Interpersonal Skills: Strong communication and interpersonal skills.
  • Reporting and Analytical Skills: Above-average reporting and analytical skills.
  • Analytical and Problem-Solving Skills: Excellent analytical and problem-solving skills.
  • Organizational and Time Management Skills: Effective organizational and time management skills.
  • Multitasking Ability: Ability to work on several projects simultaneously.
  • Decision-Making Ability: Ability to come up with sound and accurate decisions in any given circumstance.
  • Professionalism: Exhibits professionalism.
  • Teamwork and Communication: Demonstrates ability to work with a team and communicate effectively and professionally with internal and external associates.
  • Independence and Flexibility: Able to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
  • Flexible Schedule: Able to work a flexible schedule (graveyard/shifting schedule).

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