Posted Sep 02, 2015
Key Responsibilities:
1.Primarily responsible to ensure an optimal staffing level necessary to deliver efficient and effective client services
2. Prepares staffing schedules and rosters that ensure efficient and effective resource allocation for uninterrupted service delivery, 24/7 for all i2c locations.
3. Schedules, controls and supervises staff breaks, entry and exit on the floor, on the basis of current and anticipated workload.
4. Continuously monitors call (and ticket) volume/level and current staffing level to ensure that adequate resources are available at all times necessary to meet desired service levels, norms and standards
5. Promptly acts to engage additional resources as the need arises
6. Prioritizes or facilitates in prioritizing calls/tasks to address changing load/levels of client requests and calls
7. Proactively analyzes calls/tasks trends and patterns to predict future workload and change patterns
8. Collects, measures and analyzes relevant metrics to define workload norms that help prepare effective staffing plans and schedules in a proactive manner
9. Defines thresholds for raising alerts and generating prompt staffing response
10. Defines and improves staffing processes aimed at smooth and continuous client services and efficient resource utilization
11. Coordinates with the manager and relevant team members to constantly keep abreast with anticipated business, events and circumstances that have the potential to significantly affect work volume
12. Compiles, analysis and submits periodic reports to management that aid in making decisions regarding staffing and workload forecasting
13. Continuously strives to optimize resource allocation and improve procedures for staffing and resource scheduling
14. Address reporting needs for the department and publish all internal and external reports with in the set deadlines. Work to constantly to improve reporting formats and features for better visibility.
15. Address other tasks as assigned by the management.
Competencies:
1. Good communication (oral and written) and analytical skills
2. Strong customer orientation
3. Excellent spreadsheet (MS Excel) and data analysis skills along with good command over other office tools.
4. Good arithmetic skills with an aptitude for numerical analysis
5. Excellent interpersonal and team skills
6. Hands on experience on Work Management Tools with a know how on Call center technology and frame work.
7. Motivation and ambition to excel
8. Drive to learn and grow
Job Details
i2c Pakistan
i2c, Inc. is a Silicon Valley-based company that enables financial institutions, corporations, brands and governments around the world the ability to launch profitable next-generation financial products. Our global, cloud-based platform supports virtually any prepaid, debit or credit program in plastic, virtual or mobile form. Clients around the world rely on us to get to market quickly with differentiated products that meet their customers' unique needs. The i2c team is made up of nearly 400 smart, hard-working people in offices across the world. And we're growing! Our executive team, as well as the Sales, Marketing and Business Advisory groups, are based in Silicon Valley and Singapore. IT Operations, Engineering and Client Services are focused on delivering world class products and services from our Lahore facility. Together, we serve clients in six continents and support end consumers in 216 countries and territories. As a growing company operating in the center of an exploding industry, we routinely fill positions in these key departments: Engineering The Engineering team specializes in web & mobile applications, interfaces, telephony, graphics, application security and transaction processing. They work hard to develop highly configurable products that push boundaries within our industry. IT Operations This team works 24/7/365 to ensure that our global data centers provide 99.99% up time and fool proof data security for our clients. Their areas of expertise include information security, network operations, server management, database management, software change management, telephony, service delivery and application performance management. Information Security The Information Security team ensures internal and external audits of our applications and networks, internal and external ethical hacking, automated security scanning and risk management. our commitment to information security is externally confirmed by its yearly PCI-DSS certification and SSAE-16 valida
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