|
Call Center Directory
> Jobs/Careers
>
Workforce Specialist-Sta Rosa
Workforce Specialist-Sta Rosa
Workforce Specialist-Sta Rosa
Date Posted:
2011-01-03
Call Center Company: Convergys Philippines
Description:
Convergys Philippines is looking for individuals who are qualified for the position of Workforce Specialist-Sta Rosa.
Successfuly applicants for Workforce Specialist-Sta Rosa will have a great career in Convergys Philippines.
Responsibilities:
Ensure, in collaboration with Floor Leaders and RPM/Schedulers, accurate and timely agent schedules.Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center.
Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
Coordinate trouble tickets and escalate issues as required.
Work with the Floor Leader to ensure accurate and timely schedules are available to the agents
Effectively use technology, tools, and other floor management resources to optimize client service levels and program economic performance.
Manage intraday client, program, or line of business performance to meet or exceed contractual requirements.
Be sensitive to agent’s requests while balancing operational performance, contractual requirements and the needs of the business.Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management). Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, VGH, overtime, IGH, etc.), through either Digital Solutions (payroll impacting) or IEX.
Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved.Provide floor management direction through face-to-face communications, phone, and messaging applications e.g., QuickCom with agents and the command center.
Track, update as needed, and report operational results e.g., schedule variance, timekeeping (TKS)/phone (CMS) variance (Harmony), overtime, occupancy, agent productivity, etc.
Requirements:
One to three years related work experienceTwo or four year college degree desirable
Minimum one year experience in a contact center
Must have strong business as well as specific program acumen
Proficiency with various software applications such as Microsoft Word and ExcelProficiency in IEX, CMS or other similar resource scheduling / intraday management applications preferredAbility to multi-task and maintain composure in a demanding work environment.
Extremely strong oral communication skillsDetail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities)Willing to accept responsibility and accountability
Applicants must be willing to work in Nuvali,Sta. Rosa,Laguna.
Preferably 1-4 Yrs Experienced Employees.
Full-Time positions available.
Very urgent.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Workforce Specialist-Sta Rosa job opening of Convergys Philippines.
You can apply at the following Convergys Philippines location(s):
Convergys Sta. Rosa
Convergys Sta. Rosa
1st Technopod Building, Lakeside Evozone IT Park
Nuvali, Sta. Rosa City Laguna
Related Jobs:
Position: Workforce Management and Contact Center Training Specialist
Locations: Bloomington, MN, Milwaukee WI, USA
As an Avtex Workforce Management and Contact Center Training Specialist, you w
ClientLogic provides you a rare chance to work with ease, while reaching for your career goals. ClientLogic taps your inner talents and teaches you how to use it for your own advantage. Aspiring for
Responsibilities:
At least 6 months of Call Center Experience
Preferrably with Call Quality Experience
Must be willing to work in Sta. Rosa Laguna
Can speak German or Italian and English
Requ
Exciting career for KGB Philippines. 10 years of KGB. Join us in celebrating a decade of excellent customer service!
Customer Service Representatives
US Directory Assistance
MySQL Database Admi
Mirof Philippines is in need of the ff. positions:
Customer Service Representatives
Technical Support Representatives
Outbound Call Center Representatives
Quality Analysts
IT Helpdesk Associate
Comments: (0)
|
