Workforce Real Time Associate II
Alorica
Date: 1 day ago
City: Davao
Contract type: Full time
About The Role
As a Workforce Senior Real Time Associate at ALORICA TELESERVICES, INC. in Davao, you will play a crucial role in ensuring the efficient and effective operation of the company's customer service call centre. This full-time, onsite position will have you working the graveyard shift, providing essential support to the business during critical operating hours.
What You'll Be Doing
As a Workforce Senior Real Time Associate at ALORICA TELESERVICES, INC. in Davao, you will play a crucial role in ensuring the efficient and effective operation of the company's customer service call centre. This full-time, onsite position will have you working the graveyard shift, providing essential support to the business during critical operating hours.
What You'll Be Doing
- Monitor and optimise workforce performance and productivity in real-time
- Make proactive adjustments to staffing levels to meet fluctuating call volumes and service level goals
- Collaborate with team leaders and supervisors to identify and resolve issues impacting service delivery
- Provide comprehensive reporting and analysis to drive continuous improvement
- Lead by example and mentor junior team members to develop their skills
- Ensure the call centre operates efficiently and within established KPIs
- Significant experience (5+ years) in a similar workforce management or real-time operations role within a customer service call centre environment
- Proven track record of driving team performance and improving operational efficiency
- Excellent communication, analytical and problem-solving skills
- Strong proficiency with workforce management and reporting tools
- Ability to work effectively in a fast-paced, high-volume environment
- Commitment to providing exceptional customer service
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