Advertised on 22-10-09 | Application deadline on 20-12-09


Join our world of possibilities...

TeleTech has become the premier name in Customer Management Solutions by targeting the needs of our global clients and delivering the services and people they need to succeed. We have more than 40,000 employees in over 80 customer management centers in key global locations. TeleTech is blossoming in the Philippines having supported the world's largest companies in the Philippines since 2001. Our passion for helping clients better serve their own customers is unequalled in the industry. We're looking for dynamic, service-focused people who share our high level of commitment.

CORPORATE - Business Analyst

RESPONSIBILITIES:
  • Coordinate and administer any schedule allocation necessary in eWorkforce Management, and generate staffing lines as needed prior to production dates. Review with the Business Planning Manager or Site OSC as applicable for multi-site clients.
  • Assist, or provide guidance for monitoring real time load balancing and staffing performance on multi-site projects; and facilitate post mortem calls with the site OSC teams, to document performance opportunities.
  • Develop and document standard process and procedures as applicable to client specific work
  • Generate short term staffing plans (identify periods of ATO/OT requirements, produce a formal plan and deliver to the sites or Business Planning Manager as applicable
  • Provide data analytics on the following points:
  • o Intra-day volume and AHT patterns.
  • o Daily volume trends.
  • o Intra-Day/Daily/MTD forecast variance
  • Revise IDP management processes to ensure effective results to contractual metrics (Profitability, Service Level, AHT). Reforecast daily volume based on present arrival patterns and generate OT/ATO as required.
  • Drive In-Chair occupancy on an intra-day basis, and work to ensure Phone occupancy goals through intra-day management of ATO/MTP

REQUIREMENTS:

  • College Degree or equivalent work experience
  • Call center experience
  • Real time analysis and workforce management experience
  • Willing to be based in Pasay, Novaliches, Cainta, Bacoor, Sta. Rosa, Cebu or Bacolod
  • Applicants should be Filipino citizens or hold relevant residence status.
To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

Preference will be given to candidates who APPLY ONLINE




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TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com



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