Lead Associate - Workforce Insurance
Lead Associate - Workforce Insurance
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Salary Not Disclosed
1 Vacancy
Job Description
JOB TITLE: Lead Associate Workforce
CAMPAIGN: Insurance
HEADCOUNT: 1
LOCATION: Iloilo
WORK SETUP: Onsite
SALARY: up to 47k
QUALIFICATIONS:
3 years RTA experience
With inbound IEX RTA exposure
JOB DESCRIPTION:
The RealTime Analyst (RTA) is a key member of our WFM team responsible for monitoring and managing realtime staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of realtime workforce management excellent analytical skills and the ability to make onthespot decisions to enhance operational efficiency.
Key Responsibilities:
- RealTime Monitoring:
Continuously monitor realtime performance against established service level targets and key performance indicators (KPIs).
Identify and react to deviations from schedules including absenteeism adherence and unexpected volume fluctuations.
- Schedule Adherence:
Track and report on agent schedule adherence ensuring that employees adhere to their assigned work schedules.
Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
- Intraday Adjustments:
Propose and implement realtime adjustments to staffing such as breaks lunches and shifts to align with changing call volumes.
Assist in reassigning agents or reallocating resources to address emerging needs.
- Communication:
Maintain effective communication with team leads supervisors and the WFM team to ensure everyone is informed of realtime performance and adjustments.
Proactively inform the management team of any challenges or opportunities for improvement.
- Reporting:
Generate and distribute realtime reports on service level performance adherence and other relevant metrics.
Analyze data to identify trends and areas for improvement.
- Tools and Technology:
Familiarize yourself with WFM software and tools to make realtime adjustments efficiently.
Work with IT to ensure that software and tools are uptodate and aligned with business needs.
Proficiency in Excel reporting.
Mandatory working knowledge of IEX wrt to Real time monitoring.
Qualified Candidates should send CV to
JOB TITLE: Lead Associate Workforce
CAMPAIGN: Insurance
HEADCOUNT: 1
LOCATION: Iloilo
WORK SETUP: Onsite
SALARY: up to 47k
QUALIFICATIONS:
3 years RTA experience
With inbound IEX RTA exposure
JOB DESCRIPTION:
The RealTime Analyst (RTA) is a key member of our WFM team responsible for monitoring and managing realtime staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of realtime workforce management excellent analytical skills and the ability to make onthespot decisions to enhance operational efficiency.
Key Responsibilities:
- RealTime Monitoring:
Continuously monitor realtime performance against established service level targets and key performance indicators (KPIs).
Identify and react to deviations from schedules including absenteeism adherence and unexpected volume fluctuations.
- Schedule Adherence:
Track and report on agent schedule adherence ensuring that employees adhere to their assigned work schedules.
Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
- Intraday Adjustments:
Propose and implement realtime adjustments to staffing such as breaks lunches and shifts to align with changing call volumes.
Assist in reassigning agents or reallocating resources to address emerging needs.
- Communication:
Maintain effective communication with team leads supervisors and the WFM team to ensure everyone is informed of realtime performance and adjustments.
Proactively inform the management team of any challenges or opportunities for improvement.
- Reporting:
Generate and distribute realtime reports on service level performance adherence and other relevant metrics.
Analyze data to identify trends and areas for improvement.
- Tools and Technology:
Familiarize yourself with WFM software and tools to make realtime adjustments efficiently.
Work with IT to ensure that software and tools are uptodate and aligned with business needs.
Proficiency in Excel reporting.
Mandatory working knowledge of IEX wrt to Real time monitoring.
Employment Type
Full Time
