Job Location: Mandaluyong/ Makati City

Job Description:

• Manages call center productivity goals by effectively balancing call volume.
• Observes intra-day surges and analyzes behavior of call types to determine the cause of the changes in the call pattern
• Produces an agreement with Outsource Units on contingency routing
• Analyzes the impact of call types on the volume and operations
• Cascade of Issues, Updates, Handling across all sites
• Assesses abnormalities on the systems and services that may have impact on operational costs and customer experience
• Protects customer experience by coordinating problems on the network/system/service with support groups
• Observes levels of escalation to ensure prompt resolution of network/system/service downtime
• Files frequency and duration of system and services downtime / unavailability
• Provides updates to business on subscriber feedback
• Gather significant subscriber feedback which may be used by different groups in the organization for critical business decisions to achieve defined targets
• Gives recommendations on how products and services may be improved
• Monitors call types trend to assess the impact of new products/services and service/system/network downtime in terms of call volume

Qualifications:

• Graduate of any four year course from a reputable university
• Call center background is preferred
• With at least one (1) year work experience in workforce management

*Only shortlisted candidates will be notified. 

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