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  • Description



  • MAIN RESPONSIBILITIES:

    - Manage and develop efficient reporting systems to support and facilitate enhanced Contact Centre performance.

    - Track and monitor operational KPIs. Analyse historical performance, call volumes and operational statistics, seasonal variations and trends to drive improvements, efficiencies and cost controls.

    - Determine resource requirements in line with forecasted revenue, operational and service targets and objectives. e.g., ensuring inbound service level targets are met through efficient staffing, scheduling, daily monitoring and forecasting of call volumes and resource requirement.

    - Track, measure and report at required frequencies and formats, on key inbound and outbound contact centre performance metrics (conversions, revenue per call/contact etc).

    - Analyse, apply and develop incentive programs for individual contact centre agents, team leaders, to motivate towards achievement of sales revenue and operational targets.

    - Track, measure and report on the performance of individual marketing programs to ensure continued viability. Provide feedback based on results as required.

    - Provide enhancements and ongoing maintenance to the Aspect Dialler solution and IVR systems. Also lead in projects to enhance systems or implement new.

    - Automation of Call Centre processes, procedures, workflows, best practices and quality control.

    - Monitor the data requirements for the Call Centre and provide recommendations to enable proactive strategies/solutions for improvements in trading and operational performance.

    - Report on any unusual trends to diagnose causes for performance shortfalls for operational management.

    - Create and maintain Call Centre technologies process log, internal SOPs.

    - Manage the relationship and performance of external telephony Vendors and ensure their timely and effective support (and meeting our Service Level Agreements).

    SKILLS REQUIREMENTS:

    - Tertiary qualifications.

    - Experience in managing data in a fast paced, dynamic environment for a medium sized organisation for at least 3 years.

    - 3-5 years or more contact centre dialler SME experience (prefer Aspect however others considered).

    - Able to translate technical information to the lay person and vice versa.

    - Analyst experience in scoping business requirements and creating technical specification documentation desired.

    - Call volume forecasting and workforce management experience desired.

    - Strong organizational and analytical skills.

    - Ability to work under pressure and to deadlines.

    - Advanced skills with Microsoft Word, Excel, PowerPoint, and Access. Skills in other database applications advantageous.

  • Requirements

  • Minimum education level: Senior high school
  • Years of experience: 3
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Reports Analyst

  • Pampanga, Central Luzon

  • Company

    WYNDHAM SERVICES ASIA PACIFIC PHILIPPINES INC
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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