|
|
| Company: |
Rainmaker Asia |
|
| Job Title: |
Workforce Supervisor |
| Job category: |
Customer Service |
| Job Location: |
Makati - Philippines |
| Job Description: |
Responsibilities:
•Develops and implements process and/or operational to enhance efficiency and effectiveness of operations
•Standardize call center policies centering on attendance, adherence, off phone times, exceptions, etc.
•Determine work procedures, prepare work schedules, and expedite workflow
•Ensures productivity, meets or exceeds service and quality standards
•Determine scheduling needs to effectively cover call volumes within desired service level and manage site to compliance goals
•Manage intra-day call arrival and adjust scheduling as needed
•Provide daily/weekly/monthly operations reports at site levels detailing call center KPIs
•Produce reports that capture attrition rates and trends
•Present results on system outages, incident reports, etc and analyze trends and partner with IT to resolve
•Forecast daily and monthly billable hours
•Developing and managing a staff of reports analysts
•All other duties as assigned
Qualifications:
•The ability to multi-task, and the ability to work flexible hours and days
•Proficient in MS Office Suite, especially excel for reporting purposes
•Experience with IEX and Avaya systems is a plus
•Must have at least 1 year supervisory experience and 1 year call center experience, preferably in a leadership role |
Skills Required:: |
Supervisory, MS Office, Avaya, IEX |
Language Requirements: |
English-Very Good |
| Employment Type: |
Full Time |
| Yearly Salary: |
24000 USD |
| Posting Date: |
2009-07-17 |
| Level of Education: |
Bachelor |
| Years of Work Experience: |
1 to 2 Years |
| Company: |
Rainmaker Asia |
| Contact Name: |
Rainmaker Asia |
| Contact Phone: |
878-1542 |
| Contact Fax: |
878-1574 |
| Preferred Method of Contact: |
Phone |
| Preferred Language of Resume/Application: |
English |
|
|
|
