Basic Information
Ref Number
Req_00048076
Primary Location
Vertis North
Country
Philippines
Description and Requirements
Position Summary
- Ensures that service level targets are met across all accounts through proper scheduling of Call Center Operations personnel of the company.
- Responsible for FTE forecasting in order to meet targets based on call volume projections, subsequently coordinating the established targets to Human Resources and Training.
- Analyzes and plans for proper seating requirements based on call volume and current existing manpower. Ensures that the Command Center and its Coordinators are fully aware of performance expectations of the accounts (i.e. entering schedule exceptions, responding to system downtime, monitoring service level performance).
- Prepares and submits reports for both internal and external clients with emphasis on accuracy and timeliness.
Additional Job Description
Ensures that service level targets are met across all accounts through proper scheduling of Call Center Operations personnel of the company. Responsible for FTE forecasting in order to meet targets based on call volume projections, subsequently coordinating the established targets to Human Resources and Training. Analyzes and plans for proper seating requirements based on call volume and current existing manpower. Ensures that the Command Center and its Coordinators are fully aware of performance expectations of the accounts (i.e. entering schedule exceptions, responding to system downtime, monitoring service level performance). Prepares and submits reports for both internal and external clients with emphasis on accuracy and timeliness.
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.