Workforce Real Time Associate

Alorica


Date: 2 days ago
City: Davao
Contract type: Full time
Duties & Responsibilities

  • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
  • Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
  • Provide ad hoc reporting as needed to show adherence to scheduled events within site.
  • Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
  • Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
  • Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics:
  • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
  • Prior experience with EWFM, Aspect, and IEX preferred.
  • At least 1 year of Workforce Management exposure
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.

Education & Experience

  • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred. Duties & Responsibilities
  • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
  • Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
  • Provide ad hoc reporting as needed to show adherence to scheduled events within site.
  • Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
  • Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
  • Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics:
  • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
  • Prior experience with EWFM, Aspect, and IEX preferred.
  • At least 1 year of Workforce Management exposure
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.

Education & Experience

  • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.

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