RTA Supervisor
₱50-55K[Monthly]
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Job Description
IEX and CXOneVerint Genesys Aspect Calabrio etc.
Description
- Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.
- Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.
- Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.
- Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
- Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.
- Create intraday and historical reporting to share business KPI delivery with stakeholders.
- Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.
- Create and present performance review presentations to stakeholders with statistical and analytical insights.
Requirements
- 6+ years of WFM Experience with hands-on experience of IEX and CXOne.
- Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
- Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
- Experience with tools like Python, R etc. will be an added advantage.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Team player as well as a skilled individual contributor.
- Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
- People management and ability to get work done under high pressure situations.
- Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
Danica Eleine Fresco
Ampersand Management & Dev't GroupHR Manager
Active today
Working Location
Central (pob.), , Philippines, 11th floor, Apple One Equicom Tower, Equicom. Apple One Equicom Tower, Mindanao Ave. Cor. Biliran Rd. Cebu Business Park, Cebu City, 6000 Cebu, Philippines
Posted on 25 September 2024
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