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WorldRemit // digital money transfer service
 
Cebu    Posted: Wednesday, July 10, 2019
 
   
 
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JOB DETAILS
 

Responsibilities

  • Responsible for real time & /or intraday management of resources to ensure the correct number of agents at the right times are in their seat to answer accurately forecasted volume of incoming calls & emails at the desired service level.
  • Monitor site to ensure optimal staffing levels
  • Per interval reporting for efficiency metrics (AHT, Availability, Staff time, etc.)
  • Staff time & schedule adherence time tracking
  • Administer volume contingency action plan as necessary
  • CAP Plan call representation & facilitates real time discussion with necessary stakeholders
  • Completes root cause analysis to determine & quantify reasons for forecast variance & recommends changes to enhance forecast accuracy & effectiveness
  • Key daily exceptions requests, updates, schedules
  • Incident ticket for system issues
  • Daily seat assignment
  • Productivity & performance analytics
  • Wall board set-up POC

Primary Qualifications

  • Must be a Bachelors Degree graduate with at least one year of Management Information System (MIS) background/experience
  • Strong Attention to Detail
  • Problem Solving & Decision - Making Skills
  • Communication Skills
  • Customer Service Orientation
  • Time Management
  • Flexibility & Adaptability

Functional/Technical:

  • Proficiency in MS Excel & other MS office Applications
  • Preferably with Statistical Background
  • Knowledge in Call Center KPIs & Scheduling/Monitoring tools
 
 
 
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