Workforce Specialist - Comcast Makati
Startek
Makati
4d ago

Descripción del empleo

Job Description

Position Summary : Under general supervision, analyzes contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.

Ensures customer service needs are met by coordinating and adjusting call volumes for 3 weeks and beyond. Creates reports that will be used for capacity planning within the contact center.

Uses analysis results to forecast call arrival and build long term staffing and scheduling plans to meet business unit goals and objectives.

Essential Duties & Responsibilities :

Please quantify each with a % of time spent on each duty and responsibility must add up to 100%)

The WF Specialist can be assigned to focus on one of two distinct functions, that of long-range planning or management of the real-time tactical decision.

Ø 70%

Planning Focus : Assists workforce management team with examining call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation for long-term planning (3 weeks and beyond.)

Prepares and coordinates IDP for long term planning and works with call center partners to develop optimization strategies and loss mitigation.

Evaluates 3 weeks or longer and initiates actions to address risks.

Reviews and provides guidance to operations and clients, ensuring adequate staff is always scheduled to optimize long term performance. (3 weeks and beyond)

Identifies recurring problems with intervals and schedules; contributes ideas on ways to resolve problems to better serve the customer and / or improve long term productivity.

Communicates staffing and scheduling observations on planned and unplanned’ headcount and trends.

Maintain agent schedules aligned with their preferences

Real-Time Tactical Focus : Assists workforce management team with managing real-time intraday performance, real time adherence, and same day schedule optimization.

Maintains schedule data in electronic workforce management software (eWFM or other system as provided) and / or logs, including intraday exceptions.

Maintains accurate and timely employee information in workforce management software and respective databases as necessary.

Collects necessary data from partner sources.

Follows established WFM processes and distributes data according to SOP’s. Provides regular feedback on variances to WFM Supervisor and Management team.

Monitors workforce management system, ACD’s, client tools and other work load / service level information to identify risk and take necessary action.

Reports outages with vendors and internal IT or Telecom team as needed.

Provides guidance to operations and other service partners to optimize client and STARTEK performance.

Ø 25% - Provides regularly scheduled and ad hoc reporting.

Run and send reports as needed or requested

Ø 5% - May perform other related duties and responsibilities as assigned and / or required.

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Employees may be required to perform any other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with

a disability.

Working Conditions and Physical Requirements :

Ø This is a general office environment position.

Ø Employee has limited walking requirements.

Ø Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity.

Individual bends, reaches, pushes and pulls file drawers to file records and reports.

Ø Equipment Used : Personal computers / video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories / equipment.

Equipment may require set-up, adjustments or other procedures in order to maintain or meet company requirements.

Ø Physical Requirements : Sedentary Work : Exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Ø Physical Activities : Talking - Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or quickly.

Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

Repetitive Motions - Making substantial movements (motions) of the wrist, hands, and / or fingers.

  • Ø Visual Acuity : The incumbent is required to have close visual acuity to perform an activity such as : preparing and analyzing figures;
  • transcribing; viewing a computer terminal; and / or extensive reading.

    Job Specifications

    YEARS OF EXPERIENCE :

    Related Work Experience : One - two years minimum contact center or customer service support experience is required. 0-1 1-2 2-5 5-8 8-10 10+

    Education and / or formal training :

    Ø Bachelor’s degree or equivalent related experience.

    Knowledge, Skills and Abilities :

    KSAs Common to All JDs :

    Ø Fluent in verbal and written English.

    Ø Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

    Ø Ability to work effectively in a team oriented, high demand and fast paced environment.

    Ø Ability to maintain high level of confidentiality and work with highly sensitive data and information.

    Ø Solid communication skills to effectively deal with various levels of management, staff and / or outside contacts.

    Ø Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

    Ø Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

    Ø Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

    KSAs Analytical related positions :

    Ø Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.

    Ø Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.

    Ø Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.

  • Ø Demonstrated ability to solve complex problems; gleans meaning from whatever date is available; is a quick study of the new and different;
  • adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.

    KSAs Job Specific :

    Ø Skill in critical thinking and the ability to perform basic root cause analysis and identify necessary improvements to operational plans.

    Ø Solid knowledge of call center operations.

    Ø Demonstrated knowledge of call center operations and call center’s staffing availability and call volumes.

    Ø Basic knowledge of workforce management computer system (eWFM) and automated call distributor (ACD) technologies.

    Other position Considerations :

    Ø Travel may be required to attend work related meetings and training sessions.

    Ø May be required to work a flexible schedule that provides needed coverage for customer service levels and / or time-sensitive projects.

    Incumbent must be able to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.

    Ø Able to maintain a regular work schedule to meet the needs of the business.

    Ø Required to read and follow all company policies and procedures.

    Ø Support and model the company values.

    Requerimientos del empleo

    Job Description

    Position Summary : Under general supervision, analyzes contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.

    Ensures customer service needs are met by coordinating and adjusting call volumes for 3 weeks and beyond. Creates reports that will be used for capacity planning within the contact center.

    Uses analysis results to forecast call arrival and build long term staffing and scheduling plans to meet business unit goals and objectives.

    Essential Duties & Responsibilities :

    Please quantify each with a % of time spent on each duty and responsibility must add up to 100%)

    The WF Specialist can be assigned to focus on one of two distinct functions, that of long-range planning or management of the real-time tactical decision.

    Ø 70%

    Planning Focus : Assists workforce management team with examining call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation for long-term planning (3 weeks and beyond.)

    Prepares and coordinates IDP for long term planning and works with call center partners to develop optimization strategies and loss mitigation.

    Evaluates 3 weeks or longer and initiates actions to address risks.

    Reviews and provides guidance to operations and clients, ensuring adequate staff is always scheduled to optimize long term performance. (3 weeks and beyond)

    Identifies recurring problems with intervals and schedules; contributes ideas on ways to resolve problems to better serve the customer and / or improve long term productivity.

    Communicates staffing and scheduling observations on planned and unplanned’ headcount and trends.

    Maintain agent schedules aligned with their preferences

    Real-Time Tactical Focus : Assists workforce management team with managing real-time intraday performance, real time adherence, and same day schedule optimization.

    Maintains schedule data in electronic workforce management software (eWFM or other system as provided) and / or logs, including intraday exceptions.

    Maintains accurate and timely employee information in workforce management software and respective databases as necessary.

    Collects necessary data from partner sources.

    Follows established WFM processes and distributes data according to SOP’s. Provides regular feedback on variances to WFM Supervisor and Management team.

    Monitors workforce management system, ACD’s, client tools and other work load / service level information to identify risk and take necessary action.

    Reports outages with vendors and internal IT or Telecom team as needed.

    Provides guidance to operations and other service partners to optimize client and STARTEK performance.

    Ø 25% - Provides regularly scheduled and ad hoc reporting.

    Run and send reports as needed or requested

    Ø 5% - May perform other related duties and responsibilities as assigned and / or required.

    Disclaimer : The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position.

    They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

    Employees may be required to perform any other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with

    a disability.

    Working Conditions and Physical Requirements :

    Ø This is a general office environment position.

    Ø Employee has limited walking requirements.

    Ø Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity.

    Individual bends, reaches, pushes and pulls file drawers to file records and reports.

    Ø Equipment Used : Personal computers / video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories / equipment.

    Equipment may require set-up, adjustments or other procedures in order to maintain or meet company requirements.

    Ø Physical Requirements : Sedentary Work : Exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body.

    Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

    Ø Physical Activities : Talking - Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or quickly.

    Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

    Repetitive Motions - Making substantial movements (motions) of the wrist, hands, and / or fingers.

  • Ø Visual Acuity : The incumbent is required to have close visual acuity to perform an activity such as : preparing and analyzing figures;
  • transcribing; viewing a computer terminal; and / or extensive reading.

    Job Specifications

    YEARS OF EXPERIENCE :

    Related Work Experience : One - two years minimum contact center or customer service support experience is required. 0-1 1-2 2-5 5-8 8-10 10+

    Education and / or formal training :

    Ø Bachelor’s degree or equivalent related experience.

    Knowledge, Skills and Abilities :

    KSAs Common to All JDs :

    Ø Fluent in verbal and written English.

    Ø Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

    Ø Ability to work effectively in a team oriented, high demand and fast paced environment.

    Ø Ability to maintain high level of confidentiality and work with highly sensitive data and information.

    Ø Solid communication skills to effectively deal with various levels of management, staff and / or outside contacts.

    Ø Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

    Ø Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

    Ø Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

    KSAs Analytical related positions :

    Ø Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.

    Ø Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.

    Ø Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.

  • Ø Demonstrated ability to solve complex problems; gleans meaning from whatever date is available; is a quick study of the new and different;
  • adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.

    KSAs Job Specific :

    Ø Skill in critical thinking and the ability to perform basic root cause analysis and identify necessary improvements to operational plans.

    Ø Solid knowledge of call center operations.

    Ø Demonstrated knowledge of call center operations and call center’s staffing availability and call volumes.

    Ø Basic knowledge of workforce management computer system (eWFM) and automated call distributor (ACD) technologies.

    Other position Considerations :

    Ø Travel may be required to attend work related meetings and training sessions.

    Ø May be required to work a flexible schedule that provides needed coverage for customer service levels and / or time-sensitive projects.

    Incumbent must be able to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.

    Ø Able to maintain a regular work schedule to meet the needs of the business.

    Ø Required to read and follow all company policies and procedures.

    Ø Support and model the company values.

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