Nikki Barreyro Email & Phone Number

Bonifacio Global City

- Build, setup dialer campaigns and parameters as required by the business departments- Manage agent skilling strategy to ensure workloads are completed- Oversee Workforce RTA to ensure productivity and strategy is met and followed- Engineer reporting process to provide accurate, real-time information system- Provide review and analysis on performance to different department owners- Assist Workforce Planners establish capacity data, formulate forecasts, derive… Show more - Build, setup dialer campaigns and parameters as required by the business departments- Manage agent skilling strategy to ensure workloads are completed- Oversee Workforce RTA to ensure productivity and strategy is met and followed- Engineer reporting process to provide accurate, real-time information system- Provide review and analysis on performance to different department owners- Assist Workforce Planners establish capacity data, formulate forecasts, derive scheduling- Ensure Workforce Management staff are updated regarding new business directions- Serve as Dialer/Workforce Management resource in management committee meetings- Handle incident resolutions for dialer, workforce management tools, and telephony issues- Maintain constant communication with third-party vendors to discuss ongoing technical issues and future implementations Show less

Quezon City

- Develop, implement dialer structure to deliver business functional requirements- Create agent interface that provides vital account information and functionality- Design, build IVR workflows for both outbound and inbound campaigns- Monitor, report agent activities impacting time on system and efficiency- Establish report templates to provide clients valuable business insights for decision-making- Provide data analysis and give recommendations to work management… Show more - Develop, implement dialer structure to deliver business functional requirements- Create agent interface that provides vital account information and functionality- Design, build IVR workflows for both outbound and inbound campaigns- Monitor, report agent activities impacting time on system and efficiency- Establish report templates to provide clients valuable business insights for decision-making- Provide data analysis and give recommendations to work management strategy- Discuss with clients project implementations, timelines, and progress updates- Conduct trainings on newly purchased technology or developed process- Report technical issues to IT support and third-party vendors, and contribute in the resolution and identifying the root cause- Make recommendations on purchase of technology resources Show less

Alabang, Muntinlupa

- Setup dialer to achieve optimal performance while in compliance with campaign requirements and applicable laws- Monitor call volume and conversion, agent handling time and schedule adherence, and make strategic adjustments to maximize contacts and service level- Design, maintain, and enhance performance reports and management dashboards- Keep track of performance metrics especially critical SLAs and ensure stakeholders are regularly updated and alerted when numbers go below the… Show more - Setup dialer to achieve optimal performance while in compliance with campaign requirements and applicable laws- Monitor call volume and conversion, agent handling time and schedule adherence, and make strategic adjustments to maximize contacts and service level- Design, maintain, and enhance performance reports and management dashboards- Keep track of performance metrics especially critical SLAs and ensure stakeholders are regularly updated and alerted when numbers go below the threshold- Analyze data, recognize trend patterns, identify challenges, and formulate strategies to meet targets and action plans to overcome performance failures- Establish campaign capacity, derive forecast, and calculate staffing requirements- Administer agent scheduling including change and exception requests, and keep track of attendance and recommend disciplinary action for non-adherence- Train, mentor, supervise newly onboarded workforce management staff- Maintain relationship with IT support and third-party vendors to ensure systems are efficiently operating- Device contingency plans in case of outages or unforeseen drop in volume or staffing Show less