Workforce Management Assistants

Date Posted: July 9, 2013

Job Location: Mandaluyong/ Makati City

Job Description:

 
Preferences
 
Preferences
  • Manages call center productivity goals by effectively balancing call volume.
  • Observes intra-day surges and analyzes behavior of call types to determine the cause of the changes in the call pattern
  • Produces an agreement with Outsource Units on contingency routing
  • Analyzes the impact of call types on the volume and operations
  • Cascade of Issues, Updates, Handling across all sites
  • Assesses abnormalities on the systems and services that may have impact on operational costs and customer experience
  • Protects customer experience by coordinating problems on the network/system/service with support groups
  • Observes levels of escalation to ensure prompt resolution of network/system/service downtime
  • Files frequency and duration of system and services downtime / unavailability
  • Provides updates to business on subscriber feedback
  • Gather significant subscriber feedback which may be used by different groups in the organization for critical business decisions to achieve defined targets
  • Gives recommendations on how products and services may be improved
  • Monitors call types trend to assess the impact of new products/services and service/system/network downtime in terms of call volume
 
Preferences
§
1
2
3
4
5
6
7
8
9
0
-
=
Backspace
 
Tab
q
w
e
r
t
y
u
i
o
p
[
]
 
Return
 
 
capslock
a
s
d
f
g
h
j
k
l
;
'
\
 
shift
`
z
x
c
v
b
n
m
,
.
/
shift
 
 
English
 
 
alt
alt
 
 
Preferences

Qualifications:

 
Preferences
 
Preferences
  • Graduate of any four year course from a reputable university
  • Call center background is preferred
  • With at least one (1) year work experience in workforce management

*Only shortlisted candidates will be notified. 

Like us on Facebook: www.facebook.com/globalquestconsulting