Workforce Real-Time Associate
Alorica
Date: 22 hours ago
City: Pasay
Contract type: Full time
- 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. Minimal
- 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.
- High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
- 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. Minimal
- 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.
- High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
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