Spvsr Traffic/Workforce (Workforce Supervisor)

Gratitude Inc

32 Views

16 hours ago

2-3 Year(s)

₱ 60 - ₱ 80K p.a

Job Description

Key Skills

avaya system Genesis IEX BluePumpkin CMS

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Description / Requirements

Location - Taguig City

Salary - 83k

Night Shift

Responsibilities

Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments

Utilize call center tools to observe agents actual state compared to agents scheduled state.

Manage real-time inbound call traffic to help ensure that service levels are met

Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management

Prepare and maintain reports, dashboards and monthly packages.

Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality

Support the preparation of ad hoc analysis that enables strong understanding of the business

Provide training on report, dashboard and package development to team members and management as needed

Qualifications

Requirements

High school diploma/GED

2 years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc)

3 years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin

Intermediate level of Microsoft Office experience

Ability to work a flexible schedule, including weekends

2+ years of operations experience

Role

Team Leader -Technical

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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