Access Worldwide – Workforce Analyst
Access Worldwide is a premier marketing and tele-services provider with expertise in reaching the growing multicultural and established mainstream markets. Our services include inbound and outbound customer service, customer recruitment, win-back programs, product recall, special promotions and database maintenance.
Workforce Analyst – Intraday (URGENT)
(National Capital Reg)
Requirements:
* Major Responsibilities:
* – Dynamically manage call center workforce for activities across a network of 4 sites,
* optimizing service levels on a real time basis, while ensuring the most efficient use of resources
* – Analyze call center metrics (ASA, AHT, Occupancy and Volume to determine patterns/trends)
* – Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels
* – Administration and Utilization of WFM applications (Data Central, Blue Pumpkin, ICM, Symon)
* – Administration of WFM Inboxes (Data Central and E*Trade Command Center)
* – Report generation
* – Maintain communication channels regarding events that impact call centers
* – Perform other duties as requested by supervisor
* Education and/or Experience:
* – 4-year degree preferred
* – 1-3 years experience in a call center environment
* – Prior WFM experience a strong plus
* – Strong business, operational, and procedural knowledge of a call center
* – Proficiency with MS applications (Excel / Access / Etc…)
* – Basic understanding of telecom routing structures (ICM)
* – Strong analytical skills
* – Strong written communication skills
ACCESS WORLDWIDE PHILIPPINES INC.
18F RCBC Plaza Yuchengco Tower
Ayala Avenue, Makati City,
National Capital Reg -
TRUNKLINE: 02.490.2992
FAX: 02.729.1494
website: www.accessww.com
email: hr_manila@accessww.com
