Workforce Monitor

1 day ago

Makati City, National Capital Region, Philippines kgb Philippines, Inc. Full time ₱324,000 per year

Key Responsibilities & Objectives:

Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and kgb policies, procedures and guidelines, this position has the following responsibilities:

Staffing/Scheduling/Resourcing:

Expedites schedule change requests;

  • Create new hire schedules; Process Terms
  • Review and assist in shift bids
  • Ensure daily/weekly staffing through review of forecasts/past data to ensure proper service levels and/or meeting staffing requirements;
  • Reviews for staffing for Time off or OT
  • Approves segment time
  • Advises the other call center of staffing levels for forward planning

Forecasting:

  • Review volume and AHT patterns and make adjustments as necessary.
  • Database Maintenance and Reporting Accuracy:
  • Review and maintain the stats log/Queue report; Ensure the following areas are accurate: workforce management tools; Review/submit the workforce department reports.
  • Assistance in Real Time Monitoring of daily/ monthly / quarterly service levels and report/escalate technical issues
  • Assists in handling routing tools to maximize opportunities in the call center as necessary.
  • Assist in Coaching / Development of the Workforce Monitors; Assists in hiring of the monitor position.
  • Perform other duties (list is not exhaustive)
  • Ad hoc reporting as assigned.
  • Handling inside and outside calls as needed.
  • Assisting in taking transfer calls.

Job Type: Full-time

Pay: Php25, Php27,000.00 per month

Work Location: In person

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