Workforce Lead (Cebu)

Primary Function:

Mainly responsible for monitoring the performance of Real-Time Analysts and Workforce Specialists to ensure prompt delivery of their primary tasks and responsibilities. Ensure strict implementation of Workforce Management policies and processes.

Problem Analysis and Job Empowerment:
Work entails efficient management skills, specifically in handling mentoring direct reports. It includes escalating and reporting issues to the executive team for proper resolution.

Education/Experience:

• Bachelor’s degree (no specification)
• At least 1 year experience as a Real-time Analyst
• 1+ year supervisory experience in a call center environment
• Experience in analytic and reporting functions is preferred

Knowledge/Skills/Abilities:

• Broad knowledge of contact center & customer service operations
• Proficiency in the use of software and telecommunication systems
• (ie. Workforce Management software, Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system)
• Basic concept of queuing and traffic management
• Solid knowledge of call center metrics and WFM policies and procedures (Involves RTA knowledge validation thru testing and interview)
• Excellent verbal and written English communication skills.
• Displays strong leadership potential.
• Excellent analytical & quantitative skills
• Demonstrated ability to work under pressure and produce.
• Highly skillful in using Excel, Google Sheets & Word; technology savvy as well
• Possesses strong interpersonal & customer service skills.
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Requires time management skills.