Operational Excellence Specialist

1 week ago

Manila, National Capital Region, Philippines Ubiquity Full time
About the Role

We are seeking a skilled Operational Excellence Specialist to join our team at Ubiquity. In this role, you will play a critical part in driving business objectives and ensuring Service Level Agreements (SLAs) are met.

Your primary responsibility will be to actively manage contacts and queues in real-time, ensuring that planned and scheduled activities are delivered and adhered to. This involves working closely with cross-functional teams to implement strategies that enhance productivity and operational effectiveness.

You will serve as the point of contact for Outage Management, sending initial outage notifications when outages occur. Additionally, you will work with relevant stakeholders to resolve system problems that may impact financials due to lost hours.

Key Responsibilities
  1. Enable Operations team to deliver and manage Key Performance Indicators (KPIs) or SLAs like - Service Level, Turnaround Time (TAT), Abandon Rate and/or Backlog, Average Handle Time (AHT), Auxiliary usage, Schedule & Break adherence, and escalate deviations to planned schedules.
  2. Serve as the point of contact for Outage Management, sending initial outage notifications when outages occur. Additionally, report and work on solutions with relevant stakeholders for system problems to reduce the impact on financials due to lost hours.
  3. Track arrival patterns, workload balancing, monitor and report unusual events that may impact SLA achievement per program.
  4. Perform analysis of performance, Root Cause Analysis (RCA), trend analysis.
  5. Follow governance and escalation process laid out, Timely alerts & notifications.
  6. Generate standard intra-day reports highlighting queue performance and APR (Agent Productivity), attendance and adherence, shrinkage reports per interval.
  7. Collaborate with the Workforce Scheduling and Seat Planning team to maintain accurate agent schedules based on forecasted workload, staffing requirements, and operational priorities.
  8. Maintain skill mapping data and change management.
  9. Liaise with Operations teams, and other stakeholders to ensure effective communication and coordination of activities related to workforce management.
  10. Collaborate on staffing requirements, changes to schedules, and any adjustments needed to optimize service delivery.
Requirements
  1. Minimum of 2 years of experience in a similar role within a contact center or BPO industry.
  2. Proficiency in workforce management software and tools (e.g., WFM systems, real-time monitoring platforms etc.).
  3. Experience with IEX, CMS, Avaya, Symposium, Verint, Genesys, Teleopti etc and VBA macros is an asset.
  4. Having advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email is a plus.
  5. Excellent English communication skills, both verbal and written, with the ability to effectively interact with stakeholders at various levels.
  6. In-depth knowledge of workforce management principles, methodologies, and best practices.
  7. Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions.
  8. Detail-oriented and highly organized, with the ability to multitask and prioritize in a fast-paced environment.
  9. Initiative-taking mindset with a focus on continuous improvement and the ability to adapt to changing business needs.
  10. Strong team player with the ability to collaborate and build relationships across different teams and departments.
  11. Demonstrate sound work ethics.

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