Manager On-Duty
(Central Luzon – Clark,Pampanga)

Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

OPERATIONS
• Trend phone, electronic ticket, chat, and email flow patterns in real-time to identify and isolate possible outages.
• Trend types of contacts and problem resolutions using the Client provided ticketing system.
• Open Trouble Tickets with the National Network Operation Centers (NOC) once a billing systems outage has been trended.
• Analyze and Compare Actual contact Flow to Forecasted contact Arrival Patterns to detect call spikes and potential outages.
• Communicate Planned/Unplanned Trouble Tickets from Regional & National NOC to the Team Leaders and Technicians.
• Work with the Client’s Network Systems Corporate office as required to resolve customer billing issues in accordance with the Billing Escalation matrix.
• Communicate Planned/Unplanned infrastructure degradations or outages to Client’s Management personnel

EDUCATION AND EXPERIENCE

• The ideal candidate will have a minimum of 6 months WFM experience and managing volumes, forecasts and service levels.

REQUIRED SKILLS

• Ability to execute on short- and long-term plans, balancing priorities and meeting deadlines
• Strategic thinker with organization and leadership skills
• Excellent oral communication and interpersonal skills; ability to deal with staff at all levels of the organization and customers; ability to identify the cause of and resolve conflict.
• Demonstrate an ability to stay focused, calm, and execution-oriented in times of chaos or changes in priorities
• Proficiency with MS Word and Excel

Requirements:
• Candidate must possess at least a Bachelor’s/College Degree in any field.
• Required skill(s): Forecasting and Infrastracture.
• Required language(s): English, Filipino
• Applicants must be willing to work in Clark,Pampanga.
• Applicants should be Filipino citizens or hold relevant residence status.
• Preferably assistant manager / managers specializing in Customer Service or equivalent.
• Full-Time positions available.

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