senior Analyst, contact centreMaersk

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.
We Offer
With the implementation of Cloud Contact Centre and that includes establishing a campaign management team OTC-Finance organization, a core team under the Collections Command Centre Leader is to be setup to oversee intraday operational activities and ensure delivery of contact centre KPIs, especially campaign management thru the Dialler tool.
Key Responsibilities
Maintain the Cloud Contact Center and Dialler Application used for Campaign Management.
Run day-to-day Admin activity of Dialler Campaigns thru extracting, running and maintaining call lists for GSC voice teams.
Check, Validate and Track records of the daily campaign downloads from Get Paid and format accordingly for the Campaign.
Manage mapping of Skill groups and Teams in Cloud Contact Centre to ensure routing of the campaign accounts to the correct teams and members
Check/Track the Workload Completion, redefine / amend and reallocate the accounts to agents as business needs.
Map the Collector to the Analyst and track allocations to collectors
Extract the calling file from Get Paid (Download Feed).
Assign the Dialler ids and check on concurrency of users.
Design the campaign, call tables and Dialler rules based on pacing, mode, and frequency.
Efficiently manage and run the dialler and flush campaigns accordingly.
Participate on weekly or bi-weekly campaign management results and staffing review meetings with management and identifying risks based on historical performance trends.
Run special campaigns as business needs and requirements are set during daily campaign runs
Track, analyse and report contact centre and agent performance with reports from different sources
Analyse and report historical data and trends and generate long-term and short-term forecasts forecast models
Monitor real-time CISCO Adherence Alerts and Agent Availability
Maintain Calabrio recording lists to ensures calls are captured.
Who we are looking for
University qualification (Accounting/Finance preferred)
At least 2 years contact centre experience, preferably in command centre/workforce management role
Microsoft office (Excel is a must) Required Business/ Technical Knowledge
End to end collections/OTC process understanding
SAP knowledge
Dialler management experience
Knowledge on collections tool
Workforce Management and Floor Support
Last application date: 15 November 2021.
For further information, please contact: .
The current times show that managing supply chain is key to responding to change and even crisis. At Maersk, this is the big opportunity and an extremely exciting time to integrate global supply chains to benefit the customer, community and lift the society in times of need. From its focus on offshoring opportunities when it was established in 1999, Maersk GSC's competencies have since grown significantly aiming to put customers at the centre of business. Maersk GSC operates from 7 locations across the world: India - Mumbai, Pune, Chennai, Bengaluru; China - Chengdu; Philippines - Manila; Morocco - Tangier. The GSC comprises of some of the best minds in engineering, digital innovation, finance, commercial, operations and information technology that develop innovative end-to-end solutions providing best in class customer experience.
Maersk

Pasig City, Metro Manila
Permanent
Full-time