Workforce Specialist for a PIONEER account

2 weeks ago

Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time ₱250,000 - ₱450,000 per year

Responsibilities:

  • Manage intraday staffing needs in order to meet client requirements based on prescribed intervals
  • Monitor real-time teammates' call/email/chat status in order to maintain efficiency in serving customers
  • Regularly update teammates' adherence in order to reflect accurate reports which are critical to client analysis and teammate bonuses
  • Communicate identified intraday risks to the site's stakeholders through program prescribed reports such as, but not limited to, queue status, absenteeism, system issue escalations, interval call drivers, shrink reports and call-in report
  • Regulate proactive approval and denial of discretionary off-the-phone activities such as, but not limited to, scheduled vacation and sick leave applications, trainings and meetings in order to meet service levels
  • Adjust schedules accordingly to adapt to current day changes if forecast has high deviation from actual
  • Maintain employee information changes
  • Analyze and optimize schedules accordingly to meet the forecasted requirement provided by the client
  • Actively participate in weekly and daily staffing review with management or other stakeholders to detail past, present and forecasted performance in order to adequately staff personnel to meet client requirements

Requirements:

  • 2-year undergraduate degree (communications arts and education majors preferred) or equivalent call center experience
  • At least 1 year experience as a call center/BPO Workforce Specialist
  • Excellent communication skills
  • Experience in developing talents to their full potential
  • Effective communication and interpersonal skills
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)

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