Workforce Specialist (PH POOL) in Makati at Startek

Date Posted: 8/26/2021

Job Snapshot

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Job Description

Under general supervision, analyzes contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Ensures customer service needs are met by coordinating and adjusting call volumes for 3 weeks and beyond. Creates reports that will be used for capacity planning within the contact center. Uses analysis results to forecast call arrival and build long term staffing and scheduling plans to meet business unit goals and objectives.

Job Requirements

Skill in critical thinking and the ability to perform basic root cause analysis and identify necessary improvements to operational plans.

Solid knowledge of call center operations.

Demonstrated knowledge of call center operations and call center’s staffing availability and call volumes.

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


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