Senior Executive

1 week ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Description:

  • Send interval/hourly reports such as Attendance Report, Intraday Performance Report, Productivity Report, etc.
  • Track and monitor system issues.
  • Monitor all issues that may impact service levels (SLs) and take appropriate action to resolve or minimize these impacts.
  • Perform oversight responsibilities to ensure all SLAs are met.
  • Evaluate schedule adherence and operational situations that may impact productivity, such as absenteeism or system outages.
  • Provide real-time problem-solving and intervention as issues arise.
  • Conduct real-time monitoring and reporting of schedule deviations, including breaks, absenteeism, late logins, early logins, and other non-adherence.
  • Handle real-time requests related to schedule changes, off-phone activities, and profile updates.
  • Communicate daily reports to leadership teams (WFM and Operations) regarding Service Level (SL) performance.
  • Initiate escalation processes for system outages and SLA risks.
  • Implement mitigation steps to ensure SLs are achieved.
  • Serve as the primary liaison between WFM and site operations to strengthen collaboration and maintain a positive partnership.
  • Perform other related tasks as assigned by the WFM Supervisor.

Qualifications:

  • Must be willing to work onsite in Eastwood.
  • 2–3 years of experience in a Customer Service environment within Workforce Management (WFM).
  • Amenable to work onsite with weekend rest days.
  • Willing to work on a night shift schedule.
  • Experience in Real-Time Analyst and Reporting functions.
  • Proficient in MS Office, particularly MS Excel (including report automation using Power Query, Power Pivot, and Data Modeling), and Google Suite.
  • Highly proficient in verbal and written English communication.

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