WFM - VisMin 2021
Concentrix
Cebu City, PH
1d ago

RESPONSIBILITIES :

  • Perform real- time adjustments of line to agent ratio to ensure minimum wait time in between calls
  • Updates dynacall criteria on an hourly basis according to the callplan
  • Ensure that leads are constantly being dialed
  • Provide manual call access to agents
  • Research on history of a call
  • Generating Day-End Report which shows hourly performance of the campaigns.
  • Ensures 3% monthly drop rate goal
  • Ensure that the dialer is playing a nuisance recording when call is abandoned
  • Ensure that there are 4 rings or 15 seconds ring time
  • Ensure that caller id is displayed
  • Ensure compliance on calling hours restriction per state
  • Add and Research on DNC requests to the internal DNC table
  • Troubleshoots issues impacting operations such as agent hanging (kick), dialing hanging (lost connection), audio issues, workstation issues
  • Escalate to IT after initial troubleshooting and acts as liaison between IT and Operations for Dialer Issues
  • Documents Dialer Issues in the Exception Report
  • Performs maintenance of tables and servers
  • Transfer Voice Recordings for QA purposes
  • REQUIREMENTS :

  • Must have at least 1 year experience in workforce management.
  • Must have experience in the call center industry.
  • Must have experience in using Workforce Management tools.
  • Strong verbal and written communication skills and ability to communicate with all levels of an organization.
  • Strong computer skills; advanced knowledge of MS Excel is preferred.
  • Detail Oriented; ability to multitask and work in a time critical environment.
  • Ability to be flexible and quickly adapt to changing business needs and processes.
  • Ability to work staggered support hours.
  • Equivalent education or experience may be substituted for any of the above.
  • LI-DNI

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