Cebu City, Cebu, Philippines
May 21, 2019
Views: 337
Purpose: Wanted
Required Career Level: Experienced Professional
Job shift: Full Time
Positions Available: 3
Duties and Responsibilities:

Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers volume contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Helps with the integration and implementation of new call center technologies.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.



Completed at least 2 years in college, any field.
2-3 year(s) of working experience in the related field is required for this position.
Good verbal, written, analytical and interpersonal communication skills
Proven hands-on experience with workforce management (preferably on Real Time Analytics)
Has excellent MS Excel proficiency
Must be willing to work on a shifting schedule
Contact Information
Address: Cebu City, Cebu, Philippines,

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