Queue ManagerWorldRemit Service Company Limited (Philippines)

Who are we?
 
WorldRemit is changing the way people send money internationally. We’ve taken something complicated and made it as simple as sending a text. And we’re growing. Fast.
 
To do this, we need to hire bright people who can work autonomously and make the right decisions.
 
Who we’re searching for...
 
Queue Manager
 
 Responsibilities:
Responsible for real time and /or intraday management of resources to ensure the correct number of agents at the right times are in their seat to answer accurately forecasted volume of incoming calls and emails at the desired service level.
Monitor site to ensure optimal staffing levels
Per interval reporting for efficiency metrics (AHT, Availability, Staff time, etc.)
Staff time and schedule adherence time tracking
Administer volume contingency action plan as necessary
CAP Plan call representation and facilitates real time discussion with necessary stakeholders
Completes root cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
Key daily exceptions requests, updates, schedules
Incident ticket for system issues
Daily seat assignment
Productivity and performance analytics
Wall board set-up POC
 Have you got what it takes?
Must be a bachelor’s degree graduate with at least one year of Management Information System (MIS) background/experience
Strong Attention to Detail
Problem Solving and Decision - Making Skills
Communication Skills
Customer Service Orientation
Time Management
Flexibility and Adaptability
Proficiency in MS Excel and other MS office Applications
Preferably with Statistical Background
Knowledge in Call Center KPI’s and Scheduling/Monitoring tools
And finally...
 
Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen. 
We want to talk to you if you can bring to life our values: 
Aim high - We dream big, think bold and go the extra mile
Embrace challenge - We ask questions, start conversations, and always love to learn
Do what’s right - We act with integrity, building trust in ourselves and in our business
You can learn more about our culture and how we work by watching this video on our Careers page: https://www.worldremit.com/en/careers

2 to 4 Years Experience