Workforce Management
Manila, Philippines
8d ago

Job description

  • Responsible for managing call center resource planning, reporting and scheduling for the Consumer Support organization.
  • Responsible for working with different business groups to optimize efficiency and customer satisfaction with the call floor and resources
  • Responsible for long / short term forecasting and reporting by ensuring that the Workforce Analysts utilize their scheduling process and tools.
  • Will participate in strategic business planning as it pertains to forecasting and planning.
  • Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
  • Provide leadership support to Operations and workforce management
  • Manages the real-time queue performance and providing ad-hoc reporting.
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