Job Title:
WFM Real Time Management Professional
Job Description
Contact Center Liaison
Overview:
• A key partner with Operations, communicating contact center trends and recommendations to improve contact center effectiveness
• Serves as the Point of Contact for our Global Service Partners
• SME on Agent skilling and routing strategy
• Leads conversations and actions in response to service challenges (typhoons, transportation strikes, technology issues, etc.)
Key Functions:
- In concert with the intra-day management team, engages the partners with recommended staffing changes (OT / VTO) to limit overflow of GSP eligible calls to internal agents
- Consults with the Partners to optimize call handling across the shared call environment
- Assess agent and queue performance and informs Operations on performance and variances to expectations
- Evaluates agent skilling by call type to optimize ASA performance
- Partners with Operations and Workforce Optimization to design systemic routing and overflow strategies that optimize Advocate utilization and maximize GSP call handling
- Shares insights on advocate behavior and related business impacts to contact center supervisors
- Shares insight into upcoming workdays and what levers are being considered to improve results
- Analyzes data and creates daily presentation material to support Operational key objectives surrounding ASA performance, agent productivity and overall service quality
Location:
PHL Manila - San Lazaro
Language Requirements:
Time Type:
Full time
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