bpo workforce specialists / real-time Analysts (telco account)ePerformax Contact Centers & BPO

BPO WORKFORCE SPECIALISTS / REAL-TIME ANALYSTS (TELCO ACCOUNT)
 
Responsibilities:
Manage intraday staffing needs in order to meet client requirements based on prescribed intervals
Monitor real-time teammates' call/email/chat status in order to maintain efficiency in serving customers
Regularly update teammates' adherence in order to reflect accurate reports which are critical to client analysis and teammate bonuses
Communicate identified intraday risks to the site's stakeholders through program prescribed reports such as, but not limited to, queue status, absenteeism, system issue escalations, interval call drivers, shrink reports and call-in report
Regulate proactive approval and denial of discretionary off-the-phone activities such as, but not limited to, scheduled vacation and sick leave applications, trainings and meetings in order to meet service levels
Adjust schedules accordingly to adapt to current day changes if forecast has high deviation from actual
Maintain employee information changes
Analyze and optimize schedules accordingly to meet the forecasted requirement provided by the client
Actively participate in weekly and daily staffing review with management or other stakeholders to detail past, present and forecasted performance in order to adequately staff personnel to meet client requirements
Requirements:
2-year undergraduate degree (communications arts and education majors preferred) or equivalent call center experience
At least 1 year experience as a call center/BPO Workforce Specialist in a telco account
Excellent communication skills
Experience in developing talents to their full potential
Effective communication and interpersonal skills
Proficient in creating reports and in using MS Office
Must be willing to work flexible schedules (including weekends and holidays)
Why Join Us
 
WE'LL SET YOU UP FOR SUCCESS
 
ePerformax has been a leader in the Philippines' BPO industry since 2002. One thing that sets us apart is our Global Customer Experience & Management Academy (GCEMA). It is here that every new employee gains the knowledge, skills, and confidence they need through our communications and customer experience training.
 
HAVE THE CAREER YOU'VE DREAMED OF
 
The GCEMA is also home to our Leadership Evolution & Advancement Program (LEAP) that offers training to aspiring leaders within our organization. You can become part of (LEAP) as soon as you join us. Our goal is to promote over 95% or our management from within, and LEAP provides the bench strength to do this.
 
BE YOUR BEST SELF
 
At ePerformax, we understand and respect that everyone in our organization is truly unique. As a result, we avoid stereotyping and embrace, promote, and celebrate diversity at every level of the organization. ePerformax communities empower employees to be their most authentic selves in the workplace and are supported with clubs and groups that represent employees' interests, individuality, and spirituality. 
 
ePerformax has always been known in the community as an open and inclusive workplace, and people have wanted to work for us because they knew they would be accepted. We offer diverse and inclusive programs, clubs, and engagement activities for all our employees. We do not discriminate any individual from applying to and joining our organization, and we are proud to say we have people with disabilities, people of different faiths, and some older employees who may not have been able to work in other industries.
We have recently partnered with the Project Inclusion Network, a Philippines program for improving access to work opportunities to Persons with Disability. 
In addition to our company-wide celebration of Pride Month each June, we have clubs in each of our locations that cater to and support our employees. Our Concierge and Health & Safety teams sponsor events to support this community, including HIV testing and awareness.
Our Concierge and Health & Safety teams hold events, discussions, etc., during Mental Health Awareness Month each May. The objective is to destigmatize mental health issues and provide a means for employees to learn more about the ways they can get help if needed.
We honor the women in our organization every year during Women's Day, continuing with a month-long celebration featuring the women leaders in our organization through videos, panels, informative sessions, etc. Currently 56% of our employee group are women, and 60% of our management team are women.
Our Life Group and Fellowship Group provide non-denominational interfaith inclusiveness with members meeting regularly to celebrate their individual spirituality, share challenges being faced, and gain support from the group to overcome obstacles. These groups also recognize and celebrate many religious holidays for employees and hold regular mass sessions for employees.