Responsible for real time management of our contact centre queues. This role will include aspects of scheduling, planning and forecasting for the Temple & Webster Customer Care Team. Scheduling includes rosters and break schedules and intraday shrinkage utilisation to ensure correct capacity resulting in all channels being handled efficiently and effectively. Planning includes ensuring that live chat, phones and email platforms are flowing consistently and effectively and that the team is achieving its KPI’s. Day and intraday forecasting includes reporting and data analysis to ensure that the team is as effective as possible.
The role requires superior knowledge combined with outstanding communication, facilitation and analytical skills. High attention to detail and commitment to continuous improvement is imperative along with the ability to self-motivate, take initiative to devise and implement effective solutions.
Responsibilities
To improve the efficiency and effectiveness of our customer service delivery by:
Implementing and maintaining a consistent and effective roster and break schedule.
Consistent flow of work on all major channels (emails, phones, live chat).
Reporting and analysing of intraday performance metrics across all channels.
Reducing errors in the system in order to assist Customer Care in providing a seamless customer experience.
Improving CSAT and overall customer experience for emails, phones, and chat.
Improving Contact Centre productivity across all channel mediums.
Reviewing WFM process and making recommendations for improvements.
Responsible for:
Development and delivery of comprehensive and effective rosters and break schedules, including conducting gap/need assessments and implementing solutions
Ensuring a consistent flow of work for all major channels (emails, phones, live chat) and ensuring the team are meeting KPI’s related to productivity
Revising systems as a result of evaluation / changing business products and needs
Reporting and data analysis for all Customer Care teams with regards to Contact Centre productivity and efficiency.
Coordinating directly with Contact Centre Management teams for the standard delivery of information
Running, improving and communicating reports on the team
Continual improvements to processes, reporting and procedures
KPIs
Ensuring all workflows are managed correctly and the team is exceeding KPI’s relating to productivity.
Ensuring all reporting materials are documented clearly, concisely and continually updated as needed.
Service Level of all Call Queues: 80% within 20 secs
Average Queue Wait Time (Chat): < 20 secs
Average Time To Respond (Email): < 24 hrs
Average Queue Abandon % for Phone: < 3%
Average Queue Abandon % for Chat: < 1%
Qualifications
Bachelor's/College Degree in any field (preferred but not required)
Excellent verbal and written English communication skills
Basic understanding of instructional design
Proficiency in MS Office Applications and technical aptitude
Ability to address small to large groups of people with confidence
Positive working attitude and customer service-oriented
Strong business acumen
Able to build strong relationships quickly
Knowledge and ability to manage all aspects of the training and development life cycle
Commitment to service and a flexible can-do attitude to respond to business needs
Detail-oriented and able to multitask with strong administrative and organisational skills
Self-starter who is energetic, enthusiastic, and results-driven
Able to work independently and as part of a team
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
