ph efficiency lead (us Telco)TSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive Salary Package
HMO coverage with free dependent
Life Insurance Coverage
Pioneer US Telco Account
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Full time role available
Job Description
Key Responsibilities
Maintain rosters in line with business and staff requests.
Monitor real time activities to ensure adherence to schedule
Maintain productivity across the Centre.
Management of Centre KPI's to ensure a high level of performance.
Produce highly accurate reports highlighting results across key business drivers, including trends.
Analysis of data and reporting to identify business opportunities and continuous improvement
Contributes and collaborates with the team to generate new ideas and suggestions to improve team culture and promote inclusiveness
Qualifications
Essential
Well versed in workforce planning methodology.
Highly skilled with WFP scheduling software.
Demonstrable experience of effectively engaging with the business.
Build relationships quickly with key internal and external business partners.
Be Proactive versus reactive in anticipating workforce needs.
Rise to a challenge and thrive in a fast paced demanding environment.
An understanding of Inbound Call Centre Metrics.
Experience using Microsoft Excel.
Experience using Microsoft office software
Able to demonstrate logical reasoning and the ability to communicate complex information.
A customer service orientation.
Can-do attitude
Strong analytical skills
Results Focused
Accurate and Detailed
Desirable
Contact Centre Experience
How do you prepare for your digital assessment?
Be confident, speak audibly, dress professionally, record audio & video in a conducive and neat space. Most especially, prepare before answering each question and ensure to complete each step!
Hit the I'm Interested button to apply!
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority!
In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
Like & Share the TSA FB Page and be up to date with TSA News!
Check out our social media pages:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time