POSITION Workforce Associate - Call Center Operations
WORK LOCATION National Capital Region
DATE POSTED May 04, 2021


iCONNECT CONVERGENCE INC. (iCONN) is a customer service and relationship management consulting and outsourcing business powered by ABS-CBN Corporation to serve its customers and that of its subsidiaries and affiliates.

We provide technical and non-technical customer service and relationship management functions, such as but not limited to directory and information assistance, sales generation, order-taking, telecollection, cross-selling, up-selling, telemarketing for the purpose of promoting and advertising products and services, requests and inquiries handling, sales fulfilment and payment facilitation, whether for itself or for other parties.

We believe that the purpose of our existence is anchored upon the need to provide unparalleled customer experience by creating and deepening good relationships with customers and ultimately making them feel like a true kapamilya in all channels and interactions we serve.


    The Workforce Associate interprets data, formulates and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real time and future planning, to meet Enterprise service levels and performance guarantees. He/she uses independent judgment to matrix manage and shift staff resources dynamically to support enterprise goals and communicate any conditions that threaten success.


    • Bachelor’s degree with at least 1 year of call center experience 
    • Proven ability to assess operating statistics and to develop staffing and scheduling strategies that improve call center service delivery
    • Familiar with call center software applications and processes.
    • Excellent in MS Excel; Proficient in other MS Office tools
    • Professional demeanor, dependable, and able to maintain confidential information.
    • Able to effectively communicate with agents, internal departments, clients and management
    • Flexible, detailed, and able to successfully adapt to change.
    • Ability to work independently

Preference will be given to candidates who APPLY ONLINE.