Senior Executive WFM

JOB TITLE: Senior Executive WFM
CAMPAIGN: Banking & Financial Services

SALARY OFFER: 30-45K range
WORK SET-UP: Onsite
LOCATION: Philippines - Bridgetowne, Quezon City

QUALIFICATIONS:
Scheduling/RTA required skills:
Real Time Queue Management of multiple skills from different LOBs and channels such as phone and chat. This includes the following:
Monitoring agents schedule adherence, actual activities such as long talk time, long hold time and ACW, as well as the proper Aux States.
Monitors the running performance such as ASA/Service Level and Occupancy.
Manage multiple skilling/cross-skilling as required to balance WF metrics set by the Client.
Analytical skills
Performance Management monitoring of intra-day performance activities of all LOBs based on the WF metrics set by the Client.
Re-forecasting IDP based on running performance for the day.
Break schedule optimization.
Provides Overtime and VTO/Pull out recommendations...