WFM Real Time Management Professional

Job Title:

WFM Real Time Management Professional

Job Description

Contact Center Liaison
Overview:
• A key partner with Operations, communicating contact center trends and recommendations to improve contact center effectiveness
• Serves as the Point of Contact for our Global Service Partners
• SME on Agent skilling and routing strategy
• Leads conversations and actions in response to service challenges (typhoons, transportation strikes, technology issues, etc.)

Key Functions:

• In concert with the intra-day management team, engages the partners with recommended staffing changes (OT / VTO) to limit overflow of GSP eligible calls to internal agents
• Consults with the Partners to optimize call handling across the shared call environment 
• Assess agent and queue performance and informs Operations on performance and variances to expectations
• Evaluates agent skilling by call type to optimize ASA performance
• Partners with Operations and Workforce Optimization to design systemic routing and overflow strategies that optimize Advocate utilization and maximize GSP call handling
• Shares insights on advocate behavior and related business impacts to contact center supervisors
• Shares insight into upcoming workdays and what levers are being considered to improve results
• Analyzes data and creates daily presentation material to support Operational key objectives surrounding ASA performance, agent productivity and overall service quality

Location:

PHL Manila - San Lazaro

Language Requirements:

Time Type:

Full time

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