SUMMARY OF RESPONSIBILITIES:
• Manage daily/intraday staffing levels according to the business needs
• Re-run and reforecast Intraday staffing requirements based on actual shrinkages
• Assist in managing intraday processes in support of operations to achieve the business objectives of achieving the target grade of service/service level objectives while maximizing efficiency and productivity
• Prepare VTO/OT guidance and real-time performance trending to ensure that the business is able to maximize its financial capability and achieve business targets
• Run real-time Reports helpful in managing intraday service metrics
BASIC QUALIFICATIONS:
• Self-motivated and must excel in a highly pressured environment
• Experience in converting data into useful information preferably through excel templates and analysis
• Able to interact and coordinate with Operations strategies to achieve Service metrics
• Able to handle Client interactions and communication
WORK EXPERIENCE:
• Candidate must have at least one (1) year call center experience
• External candidate must possess at least one (1) year of workforce management experience
KNOWLEDGE / SKILLS / ABILITIES:
• Strong computer, communication, and analytical skills
• Experience with Microsoft Excel and Call Center tools such as/but not limited to Blue Pumpkin, IEX, EWFM, CMS, Aspect and Cisco, preferred
• Strong interpersonal skills