Katrina Mancera Email & Phone Number

Philippines

Region Vii - Central Visayas, Philippines

Cebu

Identify and report on account profitability opportunities and recommend strategies to improve processes. Maintain focus on operational effectiveness of the Program, across all centers and ensure that program requirements, service levels, and expectations are met. Accountable for schedule adherence, service level, and absenteeism. Forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow. Achieve 100% accuracy and timeliness of delivery requirements which are daily, weekly, and monthly tasks that must be met on time. Analyze call volumes, call patterns, call trends, and staff productivity for assigned LOB; use the information to build, coordinate, and accurately maintain employee schedules. Works daily to improve processes and performance that enhance bottom line results and works closely with WFM Manager, business partners and clients to resolve all related staffing and scheduling issues. Improve efficiency and accuracy of business process; create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations. Create and maintain a positive work environment.

Cebu City

Cebu

Works mainly in Forecasting and Capacity Planning per program per site.Interacts with Operation and Clients thru weekly discussion in Capacity/Staff Plan meetings.Generate/Creates/Offer schedules that are needed to fill program requirements to New Hires and existing CSR/TSRs.Maintain accurate data in reporting and tracking systems such as Center Point, Oneview/ERS, Locus, MSBI, eWFM, and Avaya CMS Supervisor. Develop, generate and deliver reports containing accurate and timely statistical information on a weekly and monthly basis for programs handled. Display a high level of understanding and problem solving ability in regard to these reports. Analyze all reports to identify trends and areas of development and to be proactive about offering solutions.

Cebu

Liaise with Operational and Client Solutions departments as well as the client to determine forecasted call volume and required staffing levels for each program. Participate in monthly forecasting meetings. Maintain a good understanding of all factors that must be considered in the forecasting process and comprehensively explain these to our internal and external customers.Generate schedules that closely match the workload of program.Conduct demonstrations of department tools and applications. Give presentations to both internal and external Clients as well as potential Clients as required. Maintain accurate data in reporting and tracking systems such as Center Point, Oracle HRMS, Kronos, eWFM, and CMS Supervisor. Develop, generate and deliver reports containing accurate and timely statistical information on a daily, weekly and monthly basis for all programs. Display a high level of understanding and problem solving ability in regard to these reports. Analyze all reports to identify trends and areas of development and to be proactive about offering solutions. Engage EIG as appropriate.

Cebu

Develop, generate and deliver reports containing accurate and timely statistical information on a real-time basis for all programs monitored real-time. Display a high level of understanding and problem solving ability in regard to these reports.Analyze all reports to identify trends and areas of development and be proactive about offering solutions real-time to meet different program and site metrics. Ensure that agent schedules are adhered to.Actively monitor the progress of programs on a real time basis using the Avaya CMS Supervisor, eWFM and RTA tools and report any anomalies to the appropriate Operations Management that may exist and offer solutions.Maintain accurate data in reporting and tracking systems such as Center Point, Oracle HRMS, Kronos, eWFM, and CMS Supervisor

Cebu

handled customer inquiries regarding to purchases made online for one of the biggest retail stores in the US; assisted customer in placing orders online; answered credit and delivery inquiries

Cebu

A very multi-tasked job that required general office administration which included Inventory and Logistics Management, Customer Service, Marketing and Account Management including credit and sales monitoring.

Cebu / Bohol / Negros

In-charge of booking, collection, and merchandising for secondary and tertiary accounts which included wholesalers, groceries, Convenience chain (Mercury Drug, etc).