Tactical Analyst

Global Payments

Quezon City, Metro Manila

Queue Management (50%)
• Owning all communications related to real time monitoring and responsibilities.
• Understanding LOBs as assigned to be able to speak to and educate on current trends & happenings.
• Monitor customer contact flows (queue) and real-time staffing versus calls to ensure meeting Service Level Agreement.
• Responsible for all operational updates on a daily basis within the eWFM systems.
• Check voice mail and log call-ins, log scheduled absences in call-in log or attendance tracker.
• Monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meeting, training, etc. and recommend optimal times or offer alternatives.
• Realtime updates to the schedule through the eWFM tools.
• Realtime skilling adjustments to ensure S/Ls are managed effectively

Analytics (20%)
• Analyze & Present daily trends to stakeholders highlighting resource issues, and identifying and recommending realistic options / solutions such as adjustment of... More Detail

Apply Now

Similar Jobs

Companies Hiring in Quezon City, Metro Manila

Quezon City General Hospital

Global Payments

Quezon City Local Government

Quezon City University

Outsourced

TTEC

Arch Global Services (Philippines) Inc.

Entoria Energy

Zarks Burger

Dempsey

Battery Philippines

ClinicMind

REPS & Co.

TeacherOn.com

Richprime Global Inc

Robinsons Retail Holdings, Inc.

Timedoor

Neksjob Philippines

Ateneo de Manila University

Concentrix Philippines