Graduate in any stream
• Well-versed in WFM systems especially IEX and Verint
• Minimum of 2 yrs WFM experience in a call center inbound voice process
Responsible for intra-day management processes for operations located in Manila, Philippines. To achieve business service level objectives efficiently. Create and manage reports for internal and external customers.
Role & Responsibilities
Efficiently manage intra-day staffing and service level.
Provide timely, accurate reports on intra-day performance.
Monitor and drive schedule adherence.
Communicate effectively with internal and external customers.
Perform other duties and assignments as directed.
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
Solid critical thinking, problem solving, and interpersonal skills.
Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem solving ability.
Excellent verbal, written and comprehension skills.
• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.
Work Experience Requirements
Minimum of 2-year WFM experience in a call center inbound voice process.