Resource Management Coordinator

2 days ago


San Fernando, Central Luzon, Philippines Travel + Leisure Co. Full time
About Us

At Travel + Leisure Co., we're passionate about putting the world on vacation. As the world's leading vacation ownership and travel membership company, our dedicated team helps us achieve our mission to deliver exceptional experiences for millions of travelers worldwide.

Job Overview

We're seeking a highly skilled Resource Planning Management Specialist to join our dynamic team. This key role will play a critical part in managing and developing efficient reporting systems to support contact center performance.

Key Responsibilities
  • Reporting System Development: Design, implement, and maintain effective reporting systems to enhance contact center performance.
  • Operational KPI Tracking: Monitor and analyze operational metrics, seasonal variations, and trends to drive improvements and efficiency.
  • Resource Allocation: Determine resource requirements based on forecasted revenue, operational targets, and service objectives.
  • Performance Analysis: Track, measure, and report on key contact center performance metrics, including conversions, revenue per call/contact.
  • Incentive Programs: Analyze and develop incentive programs to motivate contact center agents and team leaders towards achieving sales revenue and operational targets.
Requirements
  • Tertiary qualifications.
  • Experience in managing data in a fast-paced environment for at least 3 years.
  • 3-5 years or more contact center dialler SME experience (Aspect considered).
  • Able to translate technical information to non-technical stakeholders.
  • Strong organizational and analytical skills.
  • Ability to work under pressure and meet deadlines.


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