Associate III, Workforce Management

at  Continuum Global Solutions

Mandaluyong, National Capital Region (NCR), PH, 1555
Description:
Are you one that AIMS HIGHER.REACHES FARTHER when it comes to real-time management? Can you ACT BOLD.BE PASSIONATE with your impressive knowledge and analytics in the contact center industry. Can you BE ONE.HELP MANY in a way that produces results and meets our targets? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

ADDITIONAL REQUIREMENTS:

• Minimum high school diploma or equivalent
• Strong command of the English language and effective business operational language
• Excellent communication skills – both written and verbal
• Advanced proficiency in mathematical and analytical skills
• Effective collaboration with various team members and departments
• Basic computer skills and elementary Proficiency and knowledge of MS Office (Excel, Outlook, Word) and Windows OS X
• Ability to focus on performance and results and take initiative to act accordingly.
• Knowledge of general contact center processes
• Identifying problems and solving

• Maximize callouts of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
• Real-time monitoring of assigned program queues and applying corrective actions to achieve and optimize KPI / contractual requirements.
• Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
• Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
• Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements.
• Routing and allocating agent skillsets using a documented structured approach.
• Perform other duties assigned related to WFM Real-Time Management
• Processing and approval of tickets and requests via IEX / IEX Web station or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
• Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
• Analyze real-time volume trends and make staffing adjustments to ensure service level productivity/efficiency and other KPI goals are met.
• First POC for any escalations, outages, system issues, or any other production-impacting situations while providing continuous updates to stakeholders regarding status issues.
• Coordinate and collaborate with Operations, IT, HR, and other departments to ensure 100% production functionality.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.