Service Level Intraday Assistant

Posted on 22 Jun 2021
Expiring on 27 Jun 2021

PHP 40k/ month


Position Summary: The individual in this position will support/assist the Service Level Manager in making sure that all calls are not only answered, but also correctly balancing conversions with service levels. Along with these responsibilities managing abandonment and utilization.

Principal Duties/Responsibilities:

· Monitors intraday performance of campaign/s by analyzing real time staffing to identify gaps and scheduling needs to achieve daily and monthly service level standards

· Assures that all calls are answered in the order that they were received and by importance of campaigns with respect to abandonment and other metrics.

· Controls abandonment by knowing the goals for all campaigns and manages up and down to the goals.

· Takes calls from agents calling out for their shifts, suggests time slots for agents to make up the missed time and forwards the information to attendance for recording purposes.

· Manages Agent lunches and breaks to call volume.

· Managing adherence to schedules and ensuring agents are in productive states.

· Monitoring agent stats closely to prevent call avoidance

· Recognize opportunities for improvements and relay that information to the appropriate parties clearly and effectively.

· Works closely with all management as it related to optimizing floor performance.

· E-mails shift summaries to appropriate parties following each shift.

· Sends hourly updates as it relates to call handling including game plan

· Communicates system issues accurately and effectively to Helpdesk and management in a timely fashion.

· Responsible for tracking of contests and spiff monies.

· Other duties as assigned.

Required Experience:

· Experience relevant to the role is preferred.

· Good data analysis and documentation skills.

· Must have a proven record of earning excellent quality assurance scores.

· Bachelor's degree in Business/Communications and or IT related courses, preferred but not required.

· Must have a good attendance record with the company.

· Previous call center management experience is a plus.

Recommended Skills/Abilities:

· Ability to multitask in a hectic environment.

· Must have excellent decision-making and problem-solving skills.

· Must have excellent oral and written communication skills.

· Ability to maintain a calm, approachable, positive and consistent attitude when dealing with employees and stressful situations.

· Must be reliable and dependable.

· Exceptional attention to detail.

· Mathematical skillset in algebra, statistics, etc relative to responsibilities of the job position.

Additional Details

  • Location: Makati, Metro Manila
  • Job Type: Full Time
  • Timing / Shifts: 5 Day Week