Citibank , N.A.
Job Scopes :
- Analyze call volume variability (hourly, daily, and monthly) and evaluate call standard metric results.
- Monitor real-time key call handling performance metrics
- Utilize intraday forecasting tools to assist with analyzing real time staffing requirements needed to meet service level and workload allocation objectives.
- Monitor CPO agent real time schedule adherence
- Make necessary changes in staffing based on projected call volume, historical data, and business need.
- Process requests for time off and monitor daily service levels and productivity, adjust schedules as necessary
- Update and maintain call volume and arrival patterns which accurately validate forecasting methods.
- Utilize historical data and current business needs to determine required staffing levels to ensure operational objectives are met.
- Monitor employee productivity and provide direction and communication to insure customer calls are answered in a timely, efficient, and knowledgeable manner.
- Assist management in coordinating daily activities of call center managers and team leaders to insure performance objectives of site are met
- Appropriately forecast and account for growth due to seasonal variations and special events customer experiences.
- Coordinate with Regional team for CitiPhone staffs productivities.
- Update CPO Shift Swap
- Prepare CPO Attendance Record
- Other duties as assigned
- Good interpersonal skill.
- Good command of written and spoken English.
- Computer literate, MS office (Word, Excel, Power Point).
- Can work with flexible hour and under pressure.
Interested person please send application with full resume, expected salary and recent photo to:
399 Interchange 21 Building, Sukhumvit Road,
Klongtoey Nua, Wattana, Bangkok 10110
TEL: 02 788 2912
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Citibank , N.A.
With almost 200 years of rich legacy with more than 100 countries coverage worldwide, Citi is recognized as one of the top world financial institutions nowadays.
It cannot be deniable that "Citi World's Best Team" where all high potential and talented colleagues heading to the single unite goal is definitely major component that uplifts our great reputation.
Therefore, the opportunity to be part of Citi World's Best Team is opening up for all of you. If you love to enjoy yourselves with challenging assignment and world-class system. Do not hesitate to grasp this opportunity as we are waiting for "Professional" like you to be part of our team.