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Floor Assistants (2) U-Verse SAN LAZARO

Posted on May 7, 2009 Closed on May 14, 2009, 12NOON Reports to: Floor Leader Job Grade: A3. Please submit your application to: Alabang- Faith Alvarez Bacolod-Danielle Viendo Cebu – Drey Momongan Commonwealth/UP AyalaLand-Beth Fuentes Makati-Joanne Quino

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Floor Assistants (2) U-Verse SAN LAZARO

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  1. Posted on May 7, 2009 Closed on May 14, 2009, 12NOON Reports to: Floor Leader Job Grade: A3 • Please submit your application to: • Alabang- Faith Alvarez • Bacolod-Danielle Viendo • Cebu – Drey Momongan • Commonwealth/UP AyalaLand-Beth Fuentes • Makati-Joanne Quino • Ortigas-Batchie Permalino (Main POC) Floor Assistants (2) U-Verse SAN LAZARO • Dimension & Scope: The Floor Assistant III is responsible for controlling one or more clients; programs; or lines of business at a Convergys Contact Center. Floor management responsibilities include monitoring intraday operational performance of one or more programs and/or lines of business; noting and identifying exceptions to performance; and executing established exception procedures including agent actions; system updates; and support group notifications including RPM; Quality and HR. The incumbent will use technology and tools to monitor system events to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention. • Qualifications: • Must have strong business as well as specific program acumen • Proficiency with various software applications such as MS Word and Excel • Proficiency in IEX, CMS, or other similar resource scheduling/intraday management applications preferred • Ability to multitask and maintain composure in a demanding work environment. • Extremely strong oral communication skills • Detail and service level (SLA) oriented (Keen ability to observe systems and recommended improvement opportunities) • Willing to accept responsibility and accountability • Is not currently enrolled in PIP • Does not have any other pending internal applications. • Candidate has not received any written warning or graver penalty in the past 90 days prior to the posting open date, or while the posting is active. • The candidate has not had 3 or more occurrences of unexcused absences in the past 90 days prior to the posting date, or while the posting is active. • Only open to Sr/ Customer Service Specialists and Lateral Transfers (11 months in current post) • Scorecard grades for the last 3 months are not lower than 3.0 (for each month / not on average) • Process: • Discuss intent to apply with Immediate Supervisor. • Fill out the NEW Building from Within Application Form (do not leave any fields blank), attach an updated • resume and scorecards from the last three months (3.0 per month). • 3. Submit to the Site POC

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