Talent Toolkit: Essential Skills for Thriving in Our Dynamic Environment

• Schedule Creation and Management:
  

  • Develop and maintain weekly and monthly schedules for call center agents.
  • Adjust schedules based on call volume forecasts employee availability and business needs.
  • Monitor realtime call center operations and make adjustments to schedules as necessary.
    • Forecasting and Analysis:
      

      • Analyze historical call volume data to predict future staffing needs.
      • Collaborate with the Workforce Management (WFM) team to ensure accurate forecasts.
      • Identify trends and patterns in call volume to optimize scheduling practices.
        • Quality Monitoring:
          

          • Listen to and evaluate recorded and live calls to assess agent performance.
          • Ensure compliance with company policies procedures and regulatory requirements.
          • Identify areas for improvement in call handling customer service and technical support.
            • Performance Feedback:
              

              • Provide detailed constructive feedback to call center agents based on call evaluations (scorecards).
              • Conduct regular coaching sessions to discuss performance and provide guidance for improvement.
              • Work with team leaders and supervisors to develop action plans for underperforming agents.
                • Reporting and Analysis:
                  

                  • Maintain accurate records of call evaluations feedback sessions and performance metrics.
                  • Generate and distribute regular reports on quality assurance findings and trends.
                  • Analyze data to identify common issues and recommend process improvements.
                    • Communication and Coordination:
                      

                      • Communicate schedule changes and updates to call center agents in a timely manner.
                      • Coordinate with HR and call center managers regarding agent availability timeoff requests and other scheduling issues.
                      • Serve as a point of contact for schedulingrelated inquiries and concerns.
                        • Reporting and Documentation:
                          

                          • Maintain accurate records of schedules attendance and agent availability.
                          • Generate and distribute regular reports on scheduling metrics including adherence to SLAs and staffing efficiency.
                          • Document and implement scheduling policies and procedures.

                            Requirements

                            Performance Roadmap: Equip Yourself for Success in Every Interaction

                            • 1 to 3 years of experience
                            • Experience in Workforce Management including:
                              

                              • Experience in Schedule Creation and Management:
                                

                                • Expertise in developing and maintaining weekly and monthly schedules for call center agents.
                                • Proficiency in adjusting schedules based on call volume forecasts employee availability and business needs.
                                • Skill in monitoring realtime call center operations and making schedule adjustments as required.
                                  • Skills in Forecasting and Analysis:
                                    

                                    • Ability to analyze historical call volume data to predict future staffing needs.
                                    • Experience in collaborating with the Workforce Management (WFM) team to ensure accurate forecasts.
                                    • Talent for identifying trends and patterns in call volume to optimize scheduling practices.

                                      Benefits

                                      Rewards of the Trade:

                                      • Day 1 HMO coverage
                                      • Competitive salary package
                                      • Prime office location
                                      • Work life balance
                                      • Standard government and Emapta benefits
                                      • Unlimited opportunities for employee referral incentives across the organization
                                      • 20 annual leaves to be used on your discretion
                                      • Direct exposure to international clients
                                      • Realistic career growth opportunities
                                      • Upskilling through Emapta Academy
                                      • Diverse and supportive work environment

                                        Welcome to Emapta Philippines!
                                        

                                        Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.
                                        

                                        With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.
                                        

                                        #EmaptaExperience

                                        Performance Roadmap: Equip Yourself for Success in Every Interaction 1 to 3 years of experience Experience in Workforce Management, including: Experience in Schedule Creation and Management: Expertise in developing and maintaining weekly and monthly schedules for call center agents. Proficiency in adjusting schedules based on call volume forecasts, employee availability, and business needs. Skill in monitoring real-time call center operations and making schedule adjustments as required. Skills in Forecasting and Analysis: Ability to analyze historical call volume data to predict future staffing needs. Experience in collaborating with the Workforce Management (WFM) team to ensure accurate forecasts. Talent for identifying trends and patterns in call volume to optimize scheduling practices.