WFM - Luzon 2021Concentrix

Job Title: WFM - Luzon 2021
Job Description RESPONSIBILITIES:
Perform real- time adjustments of line to agent ratio to ensure minimum wait time in between calls
Updates dynacall criteria on an hourly basis according to the callplan
Ensure that leads are constantly being dialed
Provide manual call access to agents
Research on history of a call
Generating Day-End Report which shows hourly performance of the campaigns.
Ensures 3% monthly drop rate goal
Ensure that the dialer is playing a nuisance recording when call is abandoned
Ensure that there are 4 rings or 15 seconds ring time
Ensure that caller id is displayed
Ensure compliance on calling hours restriction per state
Add and Research on DNC requests to the internal DNC table
Troubleshoots issues impacting operations such as agent hanging (kick), dialing hanging (lost connection), audio issues, workstation issues
Escalate to IT after initial troubleshooting and acts as liaison between IT and Operations for Dialer Issues
Documents Dialer Issues in the Exception Report
Performs maintenance of tables and servers
Transfer Voice Recordings for QA purposes
REQUIREMENTS:
Must have at least 1 year experience in workforce management.
Must have experience in the call center industry.
Must have experience in using Workforce Management tools.
Strong verbal and written communication skills and ability to communicate with all levels of an organization.
Strong computer skills; advanced knowledge of MS Excel is preferred.
Detail Oriented; ability to multitask and work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to work staggered support hours.
Equivalent education or experience may be substituted for any of the above.
Location: PHL Quezon City - Tera Tower 16th Floor
Language Requirements:
Time Type:
Concentrix

Baguio, Benguet
Permanent
Full-time