Job Description

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Collections

Shift Schedule | Restdays: Shifting schedules, UK time

Educational Requirement:

• Graduate of Bachelor's Degree

Work Experience:

• At least 1 year of work experience in workforce management in a contact center environment
• At least 2 years overall experience in an equivalent role supporting a UK banking/financial institution
• Banking industry experience is highly preferred
• Exposure required
• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)

Key Roles and Responsibilities:

• Intraday Management: Monitor live call, chat, and email queues, balancing workloads and adjusting agent skills as traffic spikes or drops.
• Schedule Adherence: Track whether agents are exactly on their scheduled activities (calls, breaks, or lunches) and flag any deviations.
• Reporting: Generate live and end-of-day interval reports, shrinkage data, and root-cause analyses (RCA) on performance gaps.
• Incident Management: Coordinate with operations and IT during system downtimes or emergencies to minimize impact on service levels.