Edrelita M.

CS Manager

-To Ensure the profitability of the programs by driving for the attainment of Client-specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management. - Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism. -Maintains company-set ratios on staffing to ensure smooth operations of the program/s. Complements the forecast call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes. - Coordinates with the Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 5th day work in order to meet service metrics by efficiently handling the forecast and/or spikes in call volumes.