Workforce Scheduler - Makati - Probe CX

    Probe CX
    Probe CX Makati

    2 oras ang nakalipas

    Upper Management / Consulting
    Paglalarawan

    What's in it for you?

    • Day 1 HMO coverage — plus 2 FREE dependents
    • Accrued vacation and sick leave credits
    • Life insurance coverage
    • A refreshing and supportive culture — we know people make the difference
    • Pre-dominantly day shift schedule for that perfect work-life balance
    • Hybrid Set-up
    • Competitive salary package

    Job Overview:

    • Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans.
    • Acts as backup of the Workforce Assistant Manager and responsible in training and development of Intraday analysts in understanding key WFM concepts and tools

    RESPONSIBILITIES:

    • Be an ambassador for Centralized WFM function for Intraday Management
    • Delivery of all designated reporting activities as detailed by Service Menu to agreed timescales and quality both internally and externally.
    • One on ones and monthly / quarterly reviews
    • Help develop WFM staff in order to enhance performance delivery, meet contractual obligations and maximize staff retention.
    • Ability to extract, manipulate and present data from WFM application/manual platform.
    • Ability to maximize the benefits from WFM application by utilizing the full functionality.
    • Ability to re-priorities, delegate and set expectations to client & customer satisfaction.
    • Ability to communicate with all levels of internal management & analysts, client and Operations on a professional level.
    • Effectively manage relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.
    • Ability to manage intraday activities on volume, KPI and productivity activities in both a front and back office-operating environment.
    • Ability to conduct a full root-cause analysis on operational performance, with ability to turn findings into a robust improvement plan.
    • Manage variability of intraday management in the processes effectively
    • Is a back-up for the scheduling specialist
    • Internal and external Audit Management with processes and controls
    • Acts as a Subject Matter Expert (SME) for RTA function.
    • Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans.
    • Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.
    • Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
    • Provide best practices for the account and share it with WFM RTA
    • Supports RTA in new or difficult duties. Will be the initial GO TO person of the RTA when they are in doubt of certain scenarios, results of report. 1st level of Real time escalations
    • Mentor Training Participants

    SKILLS

    • Must have at least 1 year of WFM Supervisor experience
    • In depth and excellent knowledge in using different ACD and WFM applications such as: Genesys or Nice, Alvaria, and Verint
    • Excellent Knowledge in using Microsoft Excel
    • Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans
    • "Communication/Negotiation:
    • Takes the lead in coordinating with key stakeholders in deciding on real time action plans in consultation with Intraday Manager when needed"
    • Flawless execution of outage escalation process by displaying good communication skills and ensuring key stakeholders are informed
    • Communicates interval performance provides guidance and recommendations to Operations in planning for next steps to meet KPI
    • "Problem Solving:
    • Provides impact and RCA on performance by having firm grasp of over and under report and measure actual performance against planned and be able to articulate reasons for SL miss"
    • Develops and executes real time strategies to enhance program efficiencies, adherence and productivity
    • Keen observer: Should be able to observe or identify anomalies in the account's systems to prevent further operational /financial impact, and report it to proper channels
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