Qualifications: 

• 2+ years of experience working in a call center and/or transaction site
• 2+ years of Workforce Real Time Management experience and workforce systems such as Avaya, CMS, IEX etc.
• Intermediate level of experience with MS Excel
• Ability to work a flexible schedule, including weekends
• Site Location: Quezon City and Taguig

Responsibilities: 

• Queue management ensuring calls / transactions are being managed
• Further optimization of scheduled activities and adjusting based on OOO shrinkages
• Send of interval and productivity reports to spread awareness about the program status in production
• Flag of the queue and out of adherence and ensuring agent productivity and efficiency
• Attendance tracking and reporting
• Recommend mitigation plans such as AHOD and overtimes if needed
• RCA and deep dive analysis for failure of meeting SLA
• Daily IDP calls
• Weekly scheduling calls
• Keep intact communication with Operations/Onshore WFM partner
• Efficient skilling of associates based on their profiles
• Send day-end reports