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Workforce Reports Analyst

Keywords / Skills : Workforce, Workforce Management, Realtime operating systems, Queue Management

2 - 5 years
Posted: 2019-01-24

Nationality
Philippines
Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Manager - Service Delivery
Other Customer Service
Posted On
24th Jan 2019
Job Description
• Efficiently manage call volume and labour resources for inbound and outbound call centres, while maintaining and exceeding the organization and client’s goals and expectations

• Monitor designated call centres through different internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, and media events

• Utilization of various platforms to analyse/manage call volume

• Incumbent may provide appropriate recommendations and/or implement queue, DNIS priority and holdout adjustments through the various network carrier platforms while ensuring that established goals are met (including labour utilization, service levels and ASA's overflow and queue settings)

• Professionally provide project specific status information to both operations and client contacts



About Company

Acquire BPO is an award-winning global outsourcer with over 7,000 employees operating out of 12 state-of-the-art facilities in the Philippines, the Dominican Republic, Australia and the United States. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We provide contact center, BPO, marketing and animation solutions to private and publicly listed clients from around the world across a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail.

Acquire is dynamic organization with possibilities to take your career to the next level. We are looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Apply with us today and #AcquireHappiness.
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