Workforce Support in Makati at Startek

Date Posted: 7/16/2021

Job Snapshot

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  • Location:
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    Not Specified
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Job Description

Under direct supervision, Workforce Support will be responsible for monitoring and coordinating real time call queue and agent activities to attain daily cost and service performance targets.  They execute the intraday service level plan and communicate with all levels of management regarding operational issues and impacts. They act as a liaison with Operations, Training and the peers in support of balancing performance, the consumer experience and other activities.  As a member of a larger team, WF Support will be responsible for working closely with Operations, WFM, the client and other work groups. 

Essential Duties & Responsibilities:

(Please quantify each with a % of time spent on each duty and responsibility – must add up to 100%)

  • 70% - Assists workforce management team in the call center in examining call center trends, including intervals, call patterns, staff productivity, attrition rates, and resource allocation.

    • Maintains schedule data in electronic workforce management software (eWFM or other system as provided) and/or logs, including intraday exceptions. 

    • Manage and track attendance line or related voice mail within the specified timeframe and document in eWFM tool for accurate daily reporting.

    • Maintains accurate and timely employee information in workforce management software and respective databases as necessary. Collects necessary data from partner sources.

    • Reviews call center staffing schedules (short-term); ensures that adequate staff is scheduled to take calls at all times. Proactively adjusts staffing on a real-time basis to meet fluctuations in call volume and resources.

    • Communicates staffing and scheduling observations on planned and ‘unplanned’ headcount and trends.

    • Provides guidance to operations and other service partners to optimize client and STARTEK performance.

    • Works with call center management to address any concerns or issues with exceptions.

    • Monitors call center performance statistics at regular intervals; works with Site managers and team leaders to achieve desired service levels; communicates information to vendors and employees.

    • Manages group chat rooms with contacts at various levels to drive awareness on program performance.

    • Ensures that calls are being answered within agreed-upon service level parameters by routing them to best available resources.

    • Assists WF Specialist or Supervisor with staffing and scheduling analysis.

    • Identifies recurring problems with work process, policies or procedures; contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.

    • Reports outages with vendors and internal IT or Telecom team as needed.

    • Coordinate with operations and/or client to review performance (previous day, today and coming week)

    • Receives, researches, reports and documents facility, technology and systems issues. (might include workforce management systems such as ACDs, client tools and other workload service level details)

25% - Provides regularly scheduled and ad hoc reporting.

  • Monitors real-time daily reports for adherence to scheduling and service level parameters.

  • Run IDP as required

  • Run and true up ICU daily reporting

  • Process and update eWFM status

5% - May perform other related duties and responsibilities as assigned and/or required.

Job Requirements

Education and/or formal training:

  • High School diploma or equivalent related experience.

  • Associate’s Degree (AA) from a two (2) year college or university or equivalent combination of education and related experience is preferred

Knowledge, Skills and Abilities:

KSAs Common to All JDs:

  • Fluent in verbal and written English.

  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

  • Ability to work effectively in a team oriented, high demand and fast paced environment. 

  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.

  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

KSAs Non-exempt related positions:

  • Must have basic math, reading and writing skills to be able to count, read instructions and document necessary paperwork.

KSAs Analytical related positions:

  • Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.

  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.

  • Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.

  • Demonstrated ability to solve complex of problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.

KSAs Job Specific:

  • Basic knowledge of workforce management computer system (eWFM) and automated call distributor (ACD) technologies.

  • Ability to define problems collects data, establish facts, and draw valid conclusions.

  • Solid analytical and problem-solving skills including problem identification, analysis, action planning and execution.

  • Solid ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other position Considerations:

  • Travel may be required to attend work related meetings and training sessions.

  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.

  • Able to maintain a regular work schedule to meet the needs of the business.

  • Required to read and follow all company policies and procedures.

Support and model the company values.

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