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Work Force Manager

99 ID PROOF
Verified
Timeproof:
EXPECTED SALARY
Php 40,000.00/month
( $732 USD )
EDUCATIONAL ATTAINMENT
College Diploma
AVAILABILITY
40 hrs/wk
( $4.23 USD/hr )
EXPERIENCE OVERVIEW
4 Years Experience in Reports and Analysis of Service Level and Workforce Scheduling
BASIC INFORMATION
Age:
36
Gender:
Male
Location:
Quezon City, National Capital Region
Tests Taken:
IQ
Score:  125

DISC
Dominance:44%
Influence:9%
Steadiness:28%
Compliance:19%

English
 B2(Upper Intermediate)
Last Active:
July 2nd, 2022 (42 days ago)
Member Since:
May 17th, 2021
SKILL SUMMARY

Real-time Analyst
- Check and perform Real-time Analytics/intervention in relation to Call Volume vs Break and Lunch Schedules
- Call-out agents and or team through internal chat, e-mail, Viber, and text messaging:
o AHT (ACW, HOLD TIME, TALK TIME)
o Adherence
o Real-time Analysis of Site Performance (sending an End-of-Day analysis regarding performance
- Training Real time analyst and educating them on how to become an effective Real-time Analyst
- Send an IUpgrade to see actual info Report regarding any issues related to agent behavior
o Unnecessary Long ACW
o Aux Jumping
o Call Avoidance
o Post Abandonment
Reports Analyst
- YTD File
- Deputy Manager Level, Supervisor Level, SME Level, Agent Level Scorecard
- DSAT Scrubbing (Number of Coached Agent / Number of DSAT)
- Adherence Performance
- AHT Performance
- Escalation Team Performance
- Over Break/Over Lunch Outlier
- Real-time Break and Lunch Schedule
All site reporting requires:
o MTD, WTD, Daily View of Site’ Score.
o MTD Focus Agents and their Goal to hit the MTD Scorecard
o Run and provide Team Daily Target to hit and exceed MTD Scorecard
Planning and Scheduling Analyst
- Create Schedule Team/Agents based on Quarterly KPIs (Attendance, AHT, Adherence)
-
Perform a Weekly Business Review Site/Team
o Create PowerPoint Slides for Site’s performance to EOM
? AHT, Quality, Call Volume, Transfer Rate, Agent EWS (Early Warning Signs) ATTENDANCE
? Perform Problem Analytics (Root Cause of performance issues, Agent/Team Status, Short Term Action Plan and Long Term Action Plan
- Create Call Volume Performance Proposal for additional Call Volume and Seats for the Site (Call Capacity of Agents, SMEs, Team Leads)

WORKER SKILLS
TOP SKILLS
  • Admin Assistant
  • Data Entry
  • Excel
  • Quality Assurance
  • Recruitment Assistant
  • Travel Planning
  • Speaking
  • Translation
  • Tutoring Teaching
  • Writing
  • Blogging
  • Community Forum Moderation
  • Content Moderation
  • Customer Support
  • Email Support
  • Social Media Moderation
  • Tech Support

Office & Admin (Virtual Assistant)
EXPERIENCE

I have 10+ years of experience in using the Customer Relations Management tool. Very good at creating a schedule plan for the whole week.

SKILL RATING
  • Admin Assistant
  • Appointment Setter
  • Data Entry
  • Email Management
  • Event Planner
  • Excel
  • Human Resource Management
  • Personal Assistant
  • Project Coordinator
  • Quality Assurance
  • Recruitment Assistant
  • Research
  • Transcription
  • Travel Planning

English
EXPERIENCE

I have 10+ years of experience dealing with southern customers. I have both took in calls and attend multiple meetings with clients and provide presentations.

SKILL RATING
  • Speaking
  • Translation
  • Tutoring Teaching
  • Writing

Writing
SKILL RATING
  • Blogging
  • Copywriting
  • Creative Writing
  • Ebook Writing
  • Editing Proofreading
  • Ghost Writing
  • Technical Writing
  • Web Content Writing

Customer Service & Admin Support
EXPERIENCE

I have 4 years of experience doing customer support both chat and phone.

SKILL RATING
  • Community Forum Moderation
  • Content Moderation
  • Customer Support
  • Email Support
  • Social Media Moderation
  • Tech Support

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