Responsibilities
Job Description:
- Analysis of current performance, deep dive analytics
- Real time reforecasting to determine staff requirement adjustment
- Creating reports intended for client meetings and calibration calls
- Involves in planning, forecasting and scheduling
- Monitoring SLAs and KPIs
- Works with Ops Team on possible areas for improvement
- Manages front line RTAs
Recquirements
Basic Qualification
- College graduate or at least 2nd year college undergraduate with no back subjects
- Amenable to report onsite in Giga Tower Bridgetowne QC and shift to hybrid later on
- Amenable to work on a night shift schedule
- Required experienced using WFM Tool – PowerBI, SQL
- Experience with contact center reporting and metrics preferred
- Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required
- Logical thinking to manage real time WFM / Capacity demand
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Change Management: Ability to quickly adjust priorities in an ever-changing environment
