Workforce Associate

1 week ago

Mandaluyong City, National Capital Region, Philippines Siegen HR Solutions Full time ₱180,000 - ₱360,000 per year


OVER ALL
PURPOSE OF THE JOB:  

The Workforce
Services Associate is responsible for driving delivery of metrics and optimal
performance through continuous interaction with stakeholders with the intent of
achieving contractual objectives and corporate goals.

RESPONSIBILITIES:

  • Responsible for Real
    Time Adherence and Queue Management for Business Operations. Specifically, the
    primary responsibility of the individual is to monitor and manage site
    activities to support client/account service level agreements.
  • Responsible for
    ensuring scheduled team logins/ logout on time, manage, control and report non
    adherence to schedules.
  • Adheres to
    prescribed formats in updating attendance, schedule swaps
  • Manages required
    real time reporting requirement deliverables via service menus and ad-hoc
    requirements.
  • Acts as Point of
    Contact in processing and identifying schedule exceptions (e.g. trainings,
    coaching) including minimum length, approval, data entry responsibilities, and
    tracking.

 SKILLS AND QUALIFICATIONS:

  • Experience and
    working knowledge in using Real Time Management systems (e.g. Avaya, CUIC,
    Genesys, In Contact)
  • Knowledge in using
    Microsoft Excel.
  • Exhibits good number
    crunching skills.
  • Displays good communication skills to relay impact on KPI
    as a result of attendance and adherence issues.
  • Ability to execute
    prescribed escalation processes (notifications and alert levels) by
    coordinating with internal and external clients and other departments
    during  system outages and service level  challenges.
  • Provides impact and
    RCA on performance by having firm grasp of over and under report and measure
    actual performance against planned and be able to articulate reasons for SL
    miss.
  • Develops and
    executes real time strategies to enhance program efficiencies, adherence and
    productivity.
  • Monitor real time
    agent adherence and escalate to proper channels
  • Monitor agent
    attendance and report any aberrations to Operations.
  • Adheres to DANER
    approach in monitoring real time activities.
  • Work closely with
    Operations management to assist them in enforcing schedule adherence and call
    time threshold guidelines for the program.

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