Responsibilities:
- Using the Aspect scheduling platform, monitor real-time compliance to schedule and investigate deviations based on established thresholds
- Monitor staffing levels to ensure that required resources/Service Levels are met on interval basis
- Investigate any deviations and enter exceptions real time into the Aspect eWFM and other systems as applicable (absent/sick calls, coaching, SPCL, etc)
- Work in a confidential environment
- Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage voluntary go home/overtime/skill changes) to maximize productivity
- Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures
- Provide recommendations to Operations and forecast/scheduling on adjusted staffing levels and consult on individual schedule needs
- Monitor statistics to ensure Associate thresholds are within acceptable levels using real time software, schedule and switch data
- Ensure scheduling standards and procedures are being adhered to and take corrective action as appropriate to address non-conformance
- Co-ordinate offline activities such as, team meetings, coaching, vacation, and time off to minimize line and/or service level impacts
- Publish various reports and schedule updates per program guidelines
- Assist with departmental training and process documentation
- Candidate must possess at least a Bachelor's/College Degree , Engineering (Computer/Telecommunication), Computer Science/Information Technology, Mathematics or equivalent.
- Applicants must be willing to work in Libis,Quezon City.
- Applicants must be willing to work in a shifting schedule
- Advanced or extensive knowledge in using MS Excel
- Analytical, hardworking and trainable
- No work experience required.
- 3 Full-Time position(s) available.
Interested applicants can send in their resumes at kristin.gattud@teamhgs.com
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