QUEUE COORDINATOR

Make your next big career move by applying as KMC Solutions' next QUEE COORDINATOR!

Responsible for assisting with managing and/or balancing service levels for the call center across all

locations, lines of business, and products. It helps to manage the performance of the call center according to any

contractual agreements and internal goals the focus is to create positive experiences for customers while maintaining an efficient call center operation. Provides timely and appropriate communication regarding the performance of thecontact center for leadership.

The main responsibilities of a QUEE COORDINATOR include:

. Responsible for monitoring real-time CSR adherence and queue management to ensure CSR skills

accommodate incoming calls. Ensures that CSRs are adhering to their planned schedule. Works in

in conjunction with the other Workforce Queue Coordinators to monitor the queue phone and ensure that

All required off-phone activities are pre-planned and approved prior to occurring.

. Responsible for documenting schedule adjustment exceptions to maintain updated schedule

adherence statistics for site CSRs.

. Analyze and communicate intraday trends to prepare for future intervals.

. Responsible for ensuring daily and intraday exceptions are updated on a real-time basis to ensure accurate

intraday projections and adherence statistics.

. Responsible for working with supervisors to ensure agent adherence to schedules.

. Monitor queues for any intraday schedule adjustment opportunities based on the intraday business

needs.

. Monitor queues for anomalies and potential telephony and/or routing issues. Communicate any known

or potential issues to leadership to engage the appropriate support partners.

. Serve as a backup to the workforce scheduling analyst.

Minimum competencies

Should list down skills, knowledge, and/or behaviour. Can include areas of expertise.

Minimum qualifications

Certifications, Licenses, and Registrations

None required.

Other Skills and Abilities

Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and

objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and

commitment. Demonstrated ability to meet or exceed the competencies listed.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram

form. Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions,

and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write

simple correspondence. Ability to effectively present information in one-on-one and small group situations

to customers, clients, and other employees of the organization.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Customer and Quality Focus: Actively demonstrates a personal concern for understanding client

needs, ensuring the quality of products and services, and maintaining a high level of customer satisfaction.

satisfaction and contributes to the continuous improvement of products and processes.

Interpersonal Effectiveness: Demonstrates good people skills by showing a commitment to

teamwork, resolving conflicts effectively and with respect for others' viewpoints, respecting

differences and building strong relationships and networks.

Oral Communication: Delivers presentations that are well-organized, clear, informative and

impactful.

Written Communication: Writes well-organized, clear, concise and effective documents (such as

letters, memos, reports, and/or e-mails).

Teamwork: Functions as a valuable team member by engaging in collaborative decision-making

and problem solving, constantly contributes positively as a team member, and shares credit when

appropriate and encourages teammates to use their knowledge and skills.

Business Knowledge: Demonstrates clear understanding of the nature of the business and its

products and services, goals, market, competitors, and challenges.

Organizational Understanding: Demonstrates clear understanding of organizational structure,

mission, goals and values, including awareness of the goals, processes and needs of other

functions in the organization.

Professionalism: acts with integrity, shows oneself to be reliable and responsible, and displays emotional

intelligence, and conscientiously complies with all relevant laws, policies, and procedures.

Quality Focus: Demonstrates a personal investment in ensuring the quality of products and/or

services, going the extra mile to meet or exceed standards.

Adaptability: Adjusts quickly to evolving situations by integrating new information and remaining

flexible, recognizing and implementing necessary changes and taking advantage of opportunities

presented by new developments.

Reliability: Maintains good record of attendance and punctuality conscientiously follows through

on actions without excessive need for supervision, fulfills commitments.

Initiative: Proactively gathers and analyzes information, assesses situations and identifies

challenges and opportunities, sees what needs to be done, and takes appropriate action.

Organization: effectively organizes objects, resources, information and workspace to ensure

maximally efficient and effective work process.

Problem Solving: Analyzes problems logically to identify root causes and seeks input from a wide

range of sources, asks insightful questions, and formulates effective solutions.

Education and/or experience:

Associate's degree (A.A.) or equivalent from two-year College or technical school or six months to one

year-related experience and/or training or equivalent combination of education and experience two to five

years of call center customer service experience PBM, health plan, or healthcare background preferred.

Computer Skills

Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs. Experience

with Windows-based database programs is also required

To apply, you must be an expert on the following requirements:

Identify and list down job responsibilities that are important and would comprise 80-90 percent of the work that should be done. Can be listed in order of process or importance

FORMAT: Present Participle

It will also be favorable if you are knowledgeable in:

List down good to have skills (if there is)

The successful candidate must submit the following pre-employment requirements:

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth).
• Photocopy of 2 valid IDs - front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC's Onboarding Team)

Click to view the complete list of KMC's pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!