Workforce Senior Real Time Associate | Onsite - Davao | Graveyard

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

• 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

What we're looking for

• Significant experience (1 year) 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

What we offer

ALORICA TELESERVICES, INC. is a leading global provider of customer experience solutions. We offer a range of competitive benefits, including opportunities for career development, ongoing training, and a positive work culture that values collaboration and innovation. If you're passionate about delivering exceptional customer service and thrive in a dynamic, challenging environment, we'd love to hear from you.

Apply now to join our team as a Workforce Senior Real Time Associate in Davao.