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Non-Agent Jobs

Workforce Planner

Hiring in: Silver City Paranaque APPLY NOW

Job Description

  • The Workforce Planner is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Historical File:

  • Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
  • Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

Trending:

  • Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
  • Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc)
  • Mechanize tools for identifying patterns that can be used for forecasting.
  • Document the details behind the data to ensure we are able to accurately forecast into the future.
  • Know the business and the forecasted industry trends
  • Involve client in trending exercise

Forecasting:

  • Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level.
  • Consult with all areas that could impact any of the components to forecasting – client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
  • Review with Operations the full 13-month forecast at least once a month. During ramp or when targets are not being met a weekly or biweekly meeting is required
  • WFM to document all assumptions, concerns and issues discussed at meetings
  • During Hiring plan meetings the following items will be discussed:
    • Program headcount to determine weekly production attrition rates
    • Skill set assignment (on Multi Skilled programs)
    • Hiring status of planned additional headcount
    • Headcounts of ongoing training classes to determine training attrition rates
    • Duration of Abay, on-phone time and status of Abay agents
    • Learning curve impacts (increase in AHT due to new hires)
    • Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc)
  • Operations to provide final approval on assumptions used
  • Forecast data will be fed into the hiring plan file
  • Resource Planner to provide Vacation/PTO allotments
  • Develops input to budget planning process

Minimum Skill Requirements

  • Bachelor’s Degree (any field) or equivalent work experience
  • At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
  • At least 1 year Intraday management experience

Knowledge

  • Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS.
  • Knowledge in problem solving processes
  • Manual Scheduling

Skills

  • Strong communication skills
  • Above average reporting skills
  • Excellent analytical skills
  • Must possess effective organizational skills and time management skills

Abilities

  • Ability to work on several projects simultaneously
  • Ability to come up with sound and accurate decisions in any given circumstance
  • Ability to exhibit professionalism
  • Demonstrated ability to work with a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
  • Ability to work a flexible schedule (graveyard/shifting schedule)

Real Time Analysts

Hiring in: Silver City Paranaque APPLY NOW

Job Description

  • The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.
  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
  • Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
  • Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
  • Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
  • Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
  • Manages agent profiles within CMS to best utilize all staffing resources
  • Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
  • Participates in Help Desk calls to relay how issues are impacting the call center
  • Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
  • Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
  • Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
  • Provides the business with timely status updates on projects and initiatives
    Complete necessary reports, ad hoc reports as required

Minimum Skill Requirements

  • Bachelor’s Degree (any field) or equivalent work experience
  • At least 6 months experience specializing in Real-Time Monitoring or Workforce Analysis (for external candidates)

Knowledge

  • Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS.
  • Knowledge in problem solving processes

Skills

  • Strong communication skills
  • Above average reporting skills
  • Excellent analytical skills
  • Must possess effective organizational skills and time management skills

Abilities

  • Ability to work on several projects simultaneously
  • Ability to come up with sound and accurate decisions in any given circumstance
  • Ability to exhibit professionalism
  • Demonstrated ability to work with a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
  • Ability to work a flexible schedule (graveyard/shifting schedule)

HR Specialists

Hiring in: Shaw APPLY NOW

Job Description

  • Partner with Human Resources, Operations and other departments in solving employee/ labor relations challenges.
  • Ensure end-to-end processing of employee cases, notices and memorandums.
  • Provide ongoing training for new processes and policies for all employees, fielding any questions or concerns.
  • Communicate regularly with Corporate HR department, maintaining knowledge of challenges, areas of improvement, and any concerns.
  • Accountable for all decisions, actions, and directives with respect to job responsibilities.
  • Follow up in a timely manner to ensure internal customer satisfaction.
  • Make recommendations to implement improved processes.
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations.
  • Knowledge, understanding, and compliance with company policies and procedures.
  • Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.
  • Perform other duties as assigned by management.

Minimum Skill Requirements

  • Bachelor’s Degree
  • At least 6 months of related experience specializing in Employee Labor Relations is required. Exposure in handling LR for a BPO or Call Center company is a plus
  • Background in Employee Engagement is highly desired.
  • With strong exposure in creating and processing of employee cases, memorandums, notices and internal labor processes
  • Proficient personal computer skills, including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills
  • Sound comprehension skills
  • Ability to maintain the highest level of confidentiality.
  • Ability to complete work with a high level of accuracy and attention to detail.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment.
  • Ability to work in permanent graveyard shift

Real Time Analysts Supervisor

Hiring in: Silver City Paranaque APPLY NOW

Job Description

  • Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.
  • Identifies and resolves technical, operational and organizational issues outside of own team.
  • Monitors the training, development, and performance of employees; provide consistent coaching and feedback.
  • Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
  • Conducts new hire training to educate on WFM guidelines and procedures.
  • Maintains communication by holding regularly scheduled team meetings.
  • Reviews and develop staffing models based on forecasted call volumes.
  • Responsible for Intraday schedule management i.e. cancelling, scheduling and rescheduling time off the phones.
  • Contributes to the analysis, problem solving and planning of the overall WFM strategy; including long and short term planning.
  • Works with senior management to develop policies, procedures and training programs that will meet the needs of the department.
  • May be responsible for handling more complex, escalated, or urgent issues.

Minimum Skill Requirements

  • 3+ years of Workforce Supervisory experience
  • At least 1 year experience in Forecasting, and Scheduling
  • At least 1 year Intraday management experience
  • Familiar with a variety of the field’s concepts, practices, and procedures.
  • Multi-site and Multi-skill call center experience
  • Previous large (~2500 seat) call center experience
  • Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
  • Must possess very strong analytical skills.
  • Must possess an in-depth understanding of call center metrics and mathematics
  • Ability to successfully interact with internal Operations and clients from VP level to associates
  • Ability to manage team sizes of 10+ persons
  • Advanced Excel experience

Special Skills Requirements

  • Four year college degree preferred.
  • Leadership and people management skills
  • Strong written and verbal communication skills
  • Demonstrated analytical and organizational skills

Business Analyst (Reports)

Hiring in: Shaw APPLY NOW

Job Description

  • To be one of the key members in producing industry vertical specific business reports and analytics on a regular schedule that deliver valuable insights on the company’s worldwide business performance. The five verticals covered are Cloud & IT Services, Content and Digital Media, Enterprise, Financial Services and Network
  • Work with manager to drive the user requirements gathering process and the analysis accordingly
  • Find new and interesting ways to explain and visualize business trends and insights
  • Become a trusted advisor for adhoc requests from executives and others within the organization
  • Work with manager to take existing adhoc reports and deliver them on a regular schedule, for a broader internal audience, with greater insights

Minimum Skill Requirements

  • Bachelor’s degree from a leading university and major in Business; graduated top 20% of class
  • At least 3 years of experience performing data analysis, writing commentaries and recommendations in a business-to-business company environment. Preferences will be given to candidates with experience working in one of the 5 verticals Cloud & IT Services, Content and Digital Media, Enterprise, Financial Services and Network
  • Ability to work independently without much supervision
  • Strong writing skill and capable of telling business stories and trends by the numbers
  • Strong Excel and PowerPoint skills
  • A good team player
  • Strong organizational and interpersonal skills

Instructional Designer

Hiring in: Silver City APPLY NOW

Job Description

  • Conducts program and company-wide needs assessments to identify training needs.
  • Audits the effectiveness of Training and Development initiatives and makes adjustments/recommendations accordingly.
  • Designs, develops, audits systems and processes that track and assess training outcome
  • Designs and develops appropriate learning programs/curricula in a variety of formats to support learning and meet both the business and employee development needs.
  • Designs and develops appropriate leadership and management development programs
  • Develops training needs analysis, project management, course development and training evaluation projects utilizing multimedia technology and authoring tools.
  • Facilitates learning programmes and interventions where appropriate to do so
  • Ensures quality management standards and practices are implemented and adhered to at all times
  • Establish and develops company’s eLearning Strategy
  • Designs, develops and delivers workshops and training to trainers and employees in the use of instructional technologies and educational best practices
  • Submits weekly and monthly reports, maintains records, as appropriate

Minimum Skill Requirements

  • Bachelor’s Degree in related fields, preferred
  • 4 years related experience or equivalent combination of education and experience in a call center environment
  • Knowledge and skills in:
    • Training needs analysis, methods and procedures
    • Processes and standards for planning and implementing instructional design and development
    • Instructional technology media and materials development and implementation principles
    • Learning theory, knowledge of Mager’s instructional objectives and Bloom’s taxonomy, mandatory
    • Instructional strategies, curriculum standards and assessments
    • Process mapping and visual display design principles
  • Excellent written and communications skills, mandatory
  • Must have proficiency with various software application programs including MS Office
  • Prior experience in adult classroom instruction and curriculum design
  • Prior customer service or call center environment experience
  • Knowledge of creative training techniques, adult learning, and accelerated learning
  • Ability to analyze data and ascertain needs, linking training and design to performance and operational processes
  • Thorough knowledge of technical business environment for one or more products or processes
  • Possesses a collaborative working style and the ability to work independently and in a team environment
  • Highly organized and detail oriented
  • Ability to meet project deadlines
  • Ability to work with and lead a team
  • Ability to work a flexible schedule
  • Occasional travel required.

Lead Generation Specialist

Hiring in: Paranaque APPLY NOW

Job Description

  • Develop new business via telephone and mass communication such
    as email and social media to introduce the Montage solution and
    identify appropriate buyers within the target market.
  • Follow up on leads and conduct research to identify potential
    prospects.
  • Conduct a needs analysis and determine prospects pain points to
    determine how the
  • Identify key buying influencers within these prospects to determine
    budget and timeline.
  • Build and cultivate prospect relationships by initiating
    communications and conducting follow-up communications in order
    to move opportunities through the sales funnel.
  • Work with the Lead Generation Manager to develop and grow the
    sales pipeline to consistently meet quarterly revenue goals.
  • Manage data for new and prospective clients in Salesforce.com,
    ensuring all communications are logged, information is accurate and
    documents are attached.
  • Prepare and analyze sales pipeline reports and dashboards.

Minimum Skill Requirements

  • Bachelor’s Degree in Business, Communications or related field
  • Experience in the BPO or Services industry preferred
  • 1-3 years telemarketing and/or inside sales experience.
  • Demonstrated ability to meet and/or exceed determined sales and activity quotas.
  • A proven track record of strong client relationships.
  • Excellent client service skills.
  • Excellent written and verbal communication skills.

Technical Experience

  • Proficient in MS Office products (Excel, Word, MS Outlook, MS
    PowerPoint)
  • Experience with Salesforce or another CRM Software preferred.

WFM Systems Administrator

Hiring in: Silver City APPLY NOW

Job Description

  • This role ensures stability, integrity, and day-to- day performance of the WFM systems for their users and stakeholders. The position provides workforce management and systems engineering-level technical support to the workforce optimization system environments that the team supports for the Global Workforce Management Organization, Planners & RTA end users they employ, along with the entire FTE population utilizing the web based Verint application. The Workforce Management Systems Administrator applies established communications and problem solving skills to work with end-users that submit tickets to the queue, as well as the technical teams to troubleshoot and find resolutions to any issues brought forth. This individual will operate under minimal supervision, with wide latitude for independent judgment.

Main responsibilities include but are not limited to:

  • Partner with the Information Technology team to correct IT related issues and/or work on system enhancements.
  • Responsible for the consistency of data input/output from the scheduling software;
  • Improve data quality of input sources to ensure accurate representation of resources within the scheduling software.
  • Serve as WFM liaison to internal departments
  • Project Manage implementations, integrations and software upgrades;
  • Troubleshoot system issues within the software / user problems / other software problems;
  • Thoroughly understand the scheduling software to best optimize global workforce processes;
  • Identify and implement innovations within the software system to increase data accuracy;
  • Work with representatives of the software supplier to resolve system issues.
  • Must be able to do regular audits for org and campaign set ups, feeds, adherence, mapping, skilling, etc
  • Administration of access rights
  • The main POC for outages – must create an outage process and escalation path for Verint
  • Conduct training when needed – for new hire WFM staff (RTAs, planners) and for Ops

Minimum Skill Requirements

  • Minimum of 5 years working as a power user in Verint Impact 360.
  • Information Technology or Computer Science or Engineering Bachelor’s Degree or equivalent work experience.
  • Ability to clearly communicate with nontechnical requestors and technical partners.
  • Ability to take ownership and manage projects from start to finish.
  • Exceptional documentation skills.
  • Excellent advanced troubleshooting skills.
  • Strong technical aptitude for understanding software processes and software operation.
  • Analytical/technical aptitude in process and work flow optimization.
  • Strong knowledge of workforce management methods and principles.
  • Strong planning, time management and organizational skills.
  • Self-starter with an ability to work efficiently, effectively and independently.
  • Strong prioritization and meticulous attention to detail.
  • Confidence and ability to explain workforce planning concepts in comprehensible terms to operations staff.
  • Advanced MS Excel (including macros, scripting, and commands)

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