日本と海外をつなぐクラウドソーシング

Convergys Philippines Services

Workforce Management Team Leader

2013/12～ 2018/07

Dimension & Scope:
In charge of oversees the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will monitor the performance of Intraday staff to ensure appropriate staffing levels and agent availability to meet client expectations and Convergys scheduling standards.
Essential Functions/Core Responsibilities

• Ensure agent schedules are accurate and posted in a timely manner
• Oversees intraday corrections and exceptions into systems for agent time off and absences
• Partner with Operations to ensure that schedules align with client service level agreements and the company’s standards
• In charge of the coaching, training, and evaluating of the Intraday Coordinators performance.
• Resolves scheduling issues with the application of unique solutions
• Reviews reports and implements corrective action for agent availability effectiveness with Operations and Workforce Management stakeholders
• Resolve trouble tickets and escalate system\tool issues as required

Convergys Philippines Services

Workforce Management Team Member

2011/01～ 2013/12

Essential Functions/Core Responsibilities

• Manages staffing to meet service level and occupancy requirements
• Noting and identifying exceptions to performance
• Executing established exception procedures including agent actions
• System updates
• Support group notifications including RPM; Quality and HR

Convergys Philippines Services

Fraud Analyst

2008/03～ 2011/01

• Analyzing cases of fraud on its earlier stage and working with different departments to resolve the issue