Deskripsi Pekerjaan
Join Alorica's dynamic team as a Workforce Real Time Associate in Cebu! This critical role involves monitoring and optimizing workforce operations to ensure peak efficiency and exceptional customer service. You'll leverage real-time data analytics to make informed decisions that directly impact service quality and operational performance. As part of our award-winning organization, you'll enjoy comprehensive benefits packages including health insurance, retirement plans, and professional development opportunities. Alorica is committed to fostering a culture of growth, offering clear career advancement pathways and continuous training programs. This position is perfect for detail-oriented professionals who thrive in fast-paced environments and want to make a tangible impact on business outcomes. If you're ready to build a rewarding career in workforce management while contributing to global customer service excellence, apply today!
Tanggung Jawab
- Monitor real-time agent performance and adherence to schedules using WFM systems
- Adjust staffing levels dynamically to meet service level agreements (SLAs)
- Generate and analyze workforce reports for operational insights
- Collaborate with team leads to resolve scheduling conflicts and coverage gaps
- Implement contingency plans for unexpected absenteeism or call volume spikes
- Ensure compliance with labor regulations and company policies
- Train new associates on workforce management tools and processes
Kualifikasi
- Previous experience in workforce management, scheduling, or call center operations
- Proficiency with WFM software (e.g., IEX, NICE, Calabrio)
- Strong analytical skills with data-driven decision-making ability
- Excellent communication and problem-solving skills
- Ability to work under pressure in real-time environments
- Basic knowledge of labor laws and compliance requirements
- High school diploma or equivalent; bachelor's degree preferred