Admerex is a Business Process Outsourcing (BPO) company that started its operations in 2007, catering to many banks and financial services companies, e-commerce, telecommunication companies, and government agencies.
In October 2020, Admerex joined and became a Support Services Group Company a Customer Contact Center and BPO Company with headquarters located in Waco, Texas, United States of America and has been designated as its Regional Headquarters in the Asia-Pacific.
Responsible for managing and ensuring that the service level agreements for various programs are met. He will be doing timely meetings and updates with the client as well as with the Sr.
Management team. Provides solutions for the campaign's pain points, red-flags and conducts risk assessment. Main Responsibilities : Manage the call volume, daily attendance, and program break schedules to ensure the correct number of agents at the right time.
Assist with creation if metrics and targets for services. WFA Supervisor is also responsible in creation of templates, innovations and continuous improvements of the processes and tools.
Responsibilities and scope of work
Monitor agent status in real-time.
Monitors inbound operations to ensure optimal staffing levels.
Evaluate adherence and take immediate action to improve performance.
Facilitates real-time discussions with necessary stakeholders.
Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
Administers volume contingency action plans as deemed necessary and appropriate.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Experience relevant to the role is preferred
At least college degree, any field
Previous call center experience required
Attention to detail and high level of accuracy
Advanced knowledge and experience in Automatic Call Distribution (ACD), forecasting and scheduling
With hands-on experience on any of the WFM scheduling tool; TeleOpti, NICE IEX or any equivalent tools
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
With working experience creating MS excel reports and templates
Strong organizational skills and with good analytical skills
Able to communicate professionally - oral and written
Organized with the ability to adapt quickly and effectively to change
Excellent Attendance Record
What's on Offer?
Attractive Salary & Benefits
Fantastic work culture
Opportunity within a company with a solid track record of performance