Sagicor Group Jamaica Limited is seeking a suitable candidate to join our Group Client Contact Centre Team in the capacity of
The selected candidate will ensure optimal productivity by monitoring performance on a real-time and historical basis, making necessary adjustments to staffing, schedules and other operational improvements
Key Duties and Responsibilities:
Establish processes that will improve efficiency and productivity, ensuring that KPIs and SLAs are met/exceeded
Create workforce schedules for all Contact Centre Representatives;
Manage schedule adherence including lunch, breaks and personal time on a daily basis;
Ensure daily KPIs and internal targets are met including attendance, average handle time (AHT) and average speed of answer (ASA);
Track call volumes and related parameters to ensure that daily goals are met;
Ensure correct usage of AUX codes/states at the appropriate times;
Ensure current staffing is adequate, based on the queue volume at any given time;
Escalate interruptions to call connectivity;
Identify behaviour trends that can impact productivity.
Track attendance and absenteeism including active headcount, sick leave, early departures, and no-call/no-shows
Monitor schedule adherence for each team member on a daily basis, and provide feedback based on attendance, schedule adherence and observed behaviour
Update the Client (internal customer) on a real time basis on system outages, staffing and other workforce-specific information
Prepare break, lunch, vacation, time away from work, time off phone and intra-day departure schedules to achieve Client goals
Communicate technical problems and provide recommendations to the Client
Monitor and analyze real-time network service levels using technical tools (e.g., Symposium) to take appropriate actions based on established thresholds and current day variations;
Monitor and analyze historical data and volume projections to adjust schedules and make other improvements;
Modify and utilize reporting to identify and understand patterns and trends related to operations and staffing adherence;
Prepare and distribute Attendance, Schedule Adherence, and Absenteeism reports for performance reviews;
Proactively identify potential staffing and productivity problems and provide recommendations to the management team;
Prepare Workforce Management daily, weekly and monthly reports;
Participate in daily and weekly leadership meetings;
Support management’s efforts to display performance patterns and trends for analysis and improvement;
Develop new reports as required.
Assist staff with functional and technical questions, serving as a resource for scheduling, forecasting and planning;
Troubleshoot errors and refer to appropriate area for correction
Academic Qualifications/Specialized Skills/Competencies:
A minimum of a 2-year Diploma or Associate’s Degree in Business Studies Information Technology, from a recognized institution
Bachelor’s Degree in Statistics, Economics, equivalent qualification from a recognized tertiary institution, preferred
At least two (2) years experience in staff interactions and improvement methods/projects, e.g., coaching, quality, productivity
Strong interpersonal, organisational, time management, analytical, and written and oral communication skills, especially report-writing
Demonstrated leadership skills and strong customer service orientation
Strong problem solving, decision making and quantitative analysis skills; attention to detail
Exemplary coaching/motivational skills at both an individual and team level
Business focus which demonstrates an understanding of the company’s vision, mission and strategy
Strong proficiency in the use of personal computing productivity applications, including Microsoft Word and Excel
Familiarity with reporting and analysis applications, preferred but not required
Project management experience and experience supervising personnel, preferred but not required
APPLY HERE Friday, February 24, 2017.
