BUSINESS SUMMARY
iCONNECT CONVERGENCE INC. (iCONN) is a fully owned subsidiary of ABS-CBN Corporation established in 2013, founded by ABS-CBN Executives to provide customer service and relationship management to the parent company, its subsidiaries, affiliates, and customers. With over 10 years of existence, ICONN’s service objective is anchored to provide unparalleled customer experience by creating and deepening good relationships with customers with enabling and world-class customer solutions.
It is with pride that we share the same passion and commitment to being of service and offering our talent not just to the Filipino People but to a global audience. With a culture deeply rooted in service orientation and closely aligned with ABS-CBN’s vision, mission, and values, we bring a wealth of competencies and expertise spanning various fields including contact center operations, customer experience, social listening and insighting, community management, training, workforce and quality management project management, and strategic partnership development.
RESPONSIBILITIES
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.
REQUIREMENTS
- 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.