Job Summary:

Monitor real time agent adherence and escalate to proper channels
Monitor agent attendance and report any aberrations to Operations
Adheres to DANER approach in monitoring real time activities
Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program

Responsibilities:

Ensure scheduled teams login / logout on time.
Manage, Control and report non-adherence to Schedules.
Actual Login Hours delivery is meeting target / projection.
Audit Transport Rosters to minimize ad-hoc requests and thereby control additional costs
Absenteeism, shift swap data capture and timely reporting per prescribed formats.
Report and reduce instances of Incorrect AUX usage by educating and defaulting agents.
Report and Reduce logout defects by educating defaulting agents.
Plan and release effective floor plans basis of rosters released.
Capture attendance accurately post receipt of data from Team Managers
Manage ad-hoc real time reporting requirement deliverables via service
Ensure Customer satisfaction scores improve or demonstrate consistency, with opportunity areas not repeated.
Develop real time models to enhance efficiencies, adherence and productivity
Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.
Adheres to prescribed formats in updating attendance, schedule swaps

Location:

PHL Quezon City - UP Ayala TechnoHub Bldg F, Grd & 3rd Flr

Language Requirements:

Time Type:

2023-10-15

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