Workforce Specialist | Real Time Management

ALORICA TELESERVICES, INC.


Date: 5 hours ago
City: Davao
Contract type: Full time

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.


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