RTA - WFM and Scheduler

2 days ago

Cebu City, Central Visayas, Philippines Datamatics Full time ₱900,000 - ₱1,200,000 per year


• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.

• Must have hands-on experience with both IEX and CXOne systems.

• Oversee all real-time WFM activities to ensure operational and client goals are met

• Implement analysis and reporting via WFM tools available

• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.

• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.

• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.

• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.

• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.

• Expert level Excel proficiency is required.

• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.

• Clear communication skills to manage client and stakeholder conversations.

• Team player as well as a skilled individual contributor.

• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

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