Who we are.
Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.
What you’ll do & how you’ll make your mark.
Generates daily, weekly and monthly KPI report accurately and on-time.
Monitors phone/chat login compliance by agents.
Reviews schedule of the operations.
Records email and call data including KPI reports
Ensures schedule is appropriately recorded and relayed to employees
Coordinates with Sales Managers regarding their team’s performance with attendance
Ensures staffing is enough regardless of absences, late and leaves by adjusting schedule or suggestions for over time
Consistently analyzes the volume of calls in queue, calls that have been answered as well as abandoned calls on daily basis to ensure key performance indicators and associated service levels are achieved
Creates an environment orientated to trust, open communication and cohesive team effort
Works closely with team and fellow colleagues
Works collaboratively and closely with Team Leaders, Support Managers and Training Staff.
Who you are & what you’ll need to succeed.
Must be a regular employee without any HR, QA, or WF related violations for the past 6 months.
Must have good attendance & performance records for the past 6 months.
Preferably with a Bachelor’s Degree in any IT elated course with 2-3 years of experience in IT/ITeS related organisation.
Must be knowledgeable in tool management but not limited to genesys, tableau and other relevant operational tools Skills
Must have extensive reporting capabilities and advanced MS Excel skills for large data processing
Must be able to create and deliver quality report on time
Must have strong reasoning, problem-solving and analytical skills Personal Attributes
Must be trustworthy and able to maintain confidentiality
Must be detail-oriented and able to manage multiple tasks effectively
Can work with minimum supervision
Must be able to work under pressure and render extra time to finish report
Must be proactive in providing suggestions to improve current process
Why you’ll love us.
Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with one free dependent upon one year of service! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.