The Intraday Management Specialist is primarily responsible for Market/Site performance on workforce efficiency metrics (service levels, abandonment rates, handling times) and overall market and site optimization.

Main Responsibilities:

• Monitor and ensure alignment (planned vs. actual) of incoming volumes of customer requests per time interval, inventory of the individual work pools, personnel availability per time interval.
• Interpret and assess any deviation of incoming volumes of customer requests per time interval against forecasts and mitigate any deviation by a request to increase or decrease staffing as appropriate.
• Independent initiating counter measures to secure the defined service level and the optimal personnel productivity, i.e.: independent prioritization during the processing of customer enquiries, independent intraday rescheduling of the employees, taking into account the incoming volumes as well as the individual skills of the employees.
• Creation, preparation and development of daily reports e.g.: demand calculations, analysis of contact reasons, employees statistic (e.g. distribution of break times), daily closing mails
• Proactively identifying and reporting issues impacting Teammate productivity – partnering with Operations and other Support Functions in communicating and managing the impacts to both our Customers and Teammates
• Partnering with the business to make judgment calls and decisions to deliver the optimal levels of service and productivity - demonstrating responsibility and professionalism in balancing customer and shareholder needs.
• Preparing analysis and insights for the business to enable robust decision making that will ultimately improve efficiency and performance in a customer focused way
• Analyzing and understanding Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership with other members of the WFM team
• Partnering with Long Term Forecasting and Work Force Planning Teams to enable alignment of long and short term forecasts.
• Analyzing current processes and proactively recommend changes to improve.
• Assisting with ad-hoc projects or assignments as required

Others:

• Accepts other responsibilities as maybe assigned by superior according to the need of the Company.
• Creates and preserves the most favorable Company image by conducting all functions in the most ethical and fair manner.
• Administers all assigned functions consistent with and in support to the goal of the company.

Requirements:

• BS/BA degree in related field required or the equivalent professional experience
• At least two years professional experience in the area of call centers (as call center employee, 2nd Level, Intraday Performance Coordinator, Real-time Analyst or Workforce Management background
• Good knowledge of the work contents and technical backgrounds (dependencies, framework parameters of the execution processes, technical conditions etc.) at the location general
• Good knowledge of the in-house processes in the specialist departments and in the WFM at the location, i.e.: which targets have to be met, are there agreed workflows between executives and employees, which key figures are established in the specialist department
• Good knowledge of the used systems within the scope of the execution of the daily tasks: Genesys, Nice, Avaya, e-WFM and other related workforce management software
• Good MS Office knowledge with at least an intermediate knowledge in Microsoft Excel or Google Spreadsheets

Job info

Location: Cebu
Type: Full-time
Category: Business Intelligence / Data Analysis
Work experience: Professionals
Reference ID: 948