Lead-Account Management
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Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities:
- Monitor real-time call volumes agent availability and adherence to schedules.
- Analyze and respond to deviations in performance metrics such as service levels occupancy and average handle time (AHT).
- Collaborate with team leaders and supervisors to address staffing gaps or overages in real time.
- Provide timely updates and recommendations to improve operational efficiency.
- Generate and distribute daily performance reports to stakeholders.
- Assist in scheduling adjustments including breaks meetings and training sessions to maintain workflow balance.
- Act as the first point of contact for escalations related to workforce management tools or processes.
Qualifications :
- Proven experience in workforce management or a similar role (preferably in a contact center environment).
- Strong analytical skills with the ability to interpret data and make quick decisions.
- Proficiency in workforce management tools.
- Excellent communication and collaboration skills.
- Ability to multitask and remain calm under pressure.
- Intermediate to advanced knowledge of Microsoft Excel or Google Sheets.
Remote Work :
No
Employment Type :
Full-time
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more
