Asoc. III, WFM

Mandaluyong, National Capital Region (NCR), PH, 1555

Description:

Oversees current week schedule adjustment, real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business to meet program’s contractual metrics.

Intraday Management

Maximize call outs 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/or 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 off-production events (e.g. training, meeting, etc.) without compromising client requirements.
Routing and allocating of agent skillsets using documented structured approach.
Perform other duties assigned related to WFM Real-Time Management

Requests Processing & Data Analysis

Processing and approval of tickets and requests via IEX / IEX Webstation 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 and productivity/efficiency and other KPI goals are met.

Serves as Point of Contact

First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue.
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.

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