₱ 90000-95000 PHP / Monthly
Requirements & Qualifications:
• Should have WFM experience; for a minimum of 5 years and overall experience of 8 years in the Call Center Industry
• Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
• Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
• Should have good excel skills and be able to up-skill the team on excel skill sets if required, be hands on with creating reports.
• Knowledge of VBA/SQL preferable.
• Should have exposure to Aspect/IEX/BP standard WFM tools.
• Should be sound in his knowledge of Avaya CMS.
• Should be able to think on the feet to make decisions related to steps which would impact business.
Duties & Responsibilities:
• Analysis – Strong Analytical skills
• Should be able to handle and achieve the departmental requirements.
• Knowledge of VBA, MS Access, SQL preferable.
• Maintaining secrecy of data.
• Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.
• Should be open to change; multi-tasking skills.
• Team management.
• Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.