24/7 : Call Center Workforce
Philippine Call Center Jobs
Responsibilities:
Understand historical data and volume projections; monitors and adjusts IEX to maximize resource utilization.
Monitor call traffic to meet required call-handling, adjusting call routing configurations or staffing levels on a real-time basis as needed to ensure campaign KPIs are met
Monitor intra-day scheduling forecast compared to actual volumes make necessary adjustments throughout the day as required
Pro-actively communicate and follow-up with operation to execute all planned and real-time activities.
Monitor agent activity on a real-time basis for better productivity
Requirements:
Candidate must possess at least a Bachelor’s/College Degree in any field
Minimum three (3) years experience in a Call Center or Service-Oriented Industry
Minimum one (1) year experience in areas of Workforce Planning/ Real Time Management
Must be analytical and possesses above-average problem solving and decision-making skills
Must be assertive and a self-starter
Must have above-average oral and written communication skills