Call Centre/ Workforce Management (WFH/ 5 months)
Salary undisclosed
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- I am supporting my client, a leading Travel MNC, this role will be monitoring real time Customer Service performance, and quickly acts to mitigate any deviations to performance targets using the Workforce tools at their disposal (adjusting schedules, updating agent profiles, adjusting workload routing, etc)
- Mon to Fri: 7am to 4pm (100% WFH, to return to office for meetings max 5 days a month)
- Salary: Up to $6600k subjected to experience
- Min 1 year of experience working in call centre environment
- Strong interpersonal and communication skills
- Ability to work independently but also with a diversely skilled, international and remote team
- Experience working in a Customer Service environment with a strong working knowledge of WFM principles is a plus
- Ability to balance conflicting priorities
- Proficient with Microsoft Excel and Google Suite
- Flexible, able and willing to work different shifts (including weekends and public holidays)
- Solution-oriented problem solver with a proactive attitude, who is results and data driven
- Strong analytical skills and pragmatic attitude: able to make decisions quickly in a fast moving environment, and explain actions based on current data
- Maintains operational skill settings (profiles, workload, languages).
- Monitors real-time workload across business lines, channels, and languages.
- Coordinates and schedules overtime requests.
- Manages real-time availability, including floor walking.
- Adjusts schedules and workload channels to meet WFM KPIs.
- Generates and distributes staffing and performance reports.
- Collaborates with stakeholders on staffing and performance insights.
- Communicates with EPS providers to manage real-time performance.
- Implements actions for disaster response and incident mitigation.
- Supports CS performance by working with global/regional WFM teams.
- Processes operational requests (downtime, schedule changes, HR, skilling).
- Continuously improves and develops processes.
EA License No: 91C2918
Personnel Registration Number: R1987023
- I am supporting my client, a leading Travel MNC, this role will be monitoring real time Customer Service performance, and quickly acts to mitigate any deviations to performance targets using the Workforce tools at their disposal (adjusting schedules, updating agent profiles, adjusting workload routing, etc)
- Mon to Fri: 7am to 4pm (100% WFH, to return to office for meetings max 5 days a month)
- Salary: Up to $6600k subjected to experience
- Min 1 year of experience working in call centre environment
- Strong interpersonal and communication skills
- Ability to work independently but also with a diversely skilled, international and remote team
- Experience working in a Customer Service environment with a strong working knowledge of WFM principles is a plus
- Ability to balance conflicting priorities
- Proficient with Microsoft Excel and Google Suite
- Flexible, able and willing to work different shifts (including weekends and public holidays)
- Solution-oriented problem solver with a proactive attitude, who is results and data driven
- Strong analytical skills and pragmatic attitude: able to make decisions quickly in a fast moving environment, and explain actions based on current data
- Maintains operational skill settings (profiles, workload, languages).
- Monitors real-time workload across business lines, channels, and languages.
- Coordinates and schedules overtime requests.
- Manages real-time availability, including floor walking.
- Adjusts schedules and workload channels to meet WFM KPIs.
- Generates and distributes staffing and performance reports.
- Collaborates with stakeholders on staffing and performance insights.
- Communicates with EPS providers to manage real-time performance.
- Implements actions for disaster response and incident mitigation.
- Supports CS performance by working with global/regional WFM teams.
- Processes operational requests (downtime, schedule changes, HR, skilling).
- Continuously improves and develops processes.
EA License No: 91C2918
Personnel Registration Number: R1987023