NCO is the industry leader in providing clients with successful business process outsourcing (BPO) solutions. Our outsourcing portfolio includes accounts receivable management, customer management services, and back office services for a diversified customer base. Since NCO’s inception in 1926, our goal has remained constant — to reduce client operating expenses, increase cash flow, and improve their customers’ experience. Our best-in-class, results-driven reputation, strong financial track record, and proven business model makes NCO the choice for BPO solutions.

To meet and surpass the growing and complex needs of our clients, NCO’s services support essential functions across key portions of the customer lifecycle, including acquisition, growth, care, resolution, and retention. NCO provides its services through Customer Lifecycle Management, a unique customer-driven model that delivers our optimal performance, leading-edge technology, proven efficiency, and exceptional quality.

NCO operates a global network of over 125 operations centers running on a centralized data platform with the flexibility to respond to a rapidly changing marketplace, and to scale operations to meet client specifications. Our clients are empowered to successfully address immediate business needs, while enabling long-term growth across the entire customer lifecycle.

WFM Supervisor – Clark, Pampanga
RESPONSIBILITIES:

* Oversee and direct Real time management group, Schedule adherence, Headcounts vs Required, Volumes monitoring (forecasted vs actuals), Staffing to run rates, Overtime and e-time administration, Exceptions handling, Maintenance of Service Level and Occupancy percentages and Implementation of escalation procedures.
* Creation of policies and procedures in Workforce Management
* Oversee scheduling and resource optimization
* Creation and analysis of reports
* Performance reports – importing and processing
* Preparation of Efficiency / Billing/ DTR Reports both for internal and Client specific.
* Training Real time Analysts on procedures, queue management and tools.
* Proficiency in Avaya CentreVu CMS reports content and customization.
* Ensure accuracy of Daily Time Records (DTR) for payroll purposes.

REQUIREMENTS:

* Knowledge of WorkForce functions and core responsibilities.
* Ability to effectively present information and respond to questions from team managers, team members, clients, and internal customers.
* Extensive knowledge on Queue management software and scheduling platforms.
* Skills in Development of applicable WFM policies and procedures.
* Excellent reporting, presentation and skills.
* Excellent background/ knowledge of contact center dynamics and company operations within an ACD environment.
* Above par management skills of all aspects involving RTA such as Intraday management of Service Levels, Site Efficiency/ Occupancy and agents to ensure adherence to schedule and compliance with established parameters during real time situations.

Company Name :
NCO Group (RMH Teleservices Asia Pacific, Inc.)
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-
WebSite :

http://www.ncogroup.com