Assistant Manager - WFM
EXL · Cebu City
Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
Generates schedules accordingly to meet the business requirements enabling superior customer service Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing