Deskripsi Pekerjaan
Are you a highly analytical and proactive individual with a passion for optimizing call center operations? Alorica, a global leader in customer experience solutions, is seeking a talented Workforce Real-Time Associate to join our dynamic team in Cubao, Metro Manila. In this critical role, you will be at the forefront of ensuring our operational efficiency and delivering exceptional customer service.
As a Workforce Real-Time Associate, you will be responsible for the continuous monitoring of contact center queues, agent schedules, and performance adherence. Your quick thinking and immediate action will be essential in addressing deviations, maintaining service levels, and supporting our leadership and Customer Experience (CX) teams. This position offers a unique opportunity to directly impact our daily operations, contributing to a seamless and effective workflow that enables our agents to provide outstanding support.
If you thrive in a fast-paced, high-energy environment, possess strong analytical capabilities, and are ready to contribute to a world-class team that values innovation and excellence, we invite you to apply. Join Alorica and help us deliver 'Positively Different' experiences every day!
Tanggung Jawab
- Monitor real-time call center performance, including queue levels, agent states, and service metrics, to ensure adherence to established Service Level Agreements (SLAs).
- Proactively identify and address potential service-impacting issues, such as staffing shortages, excessive idle time, or unexpected call volume spikes, escalating as needed.
- Track agent schedule adherence, break compliance, and handle time, providing real-time feedback and alerts to team leaders and agents.
- Generate and analyze real-time and historical reports on key performance indicators (KPIs) to identify trends and areas for operational improvement.
- Collaborate closely with operations leadership to implement real-time adjustments and execute recovery plans during critical operational events.
- Support agents by responding to inquiries related to schedules, system issues, and performance metrics, ensuring a smooth workflow.
- Participate in post-incident reviews and provide insights for continuous improvement of workforce management processes.
Kualifikasi
- Minimum of 1-2 years of experience in a call center or Business Process Outsourcing (BPO) environment, preferably in a real-time monitoring, WFM, or similar operational support role.
- Proficiency in Workforce Management (WFM) software (e.g., Aspect, Verint, Genesys, NICE) and strong Microsoft Excel skills.
- Excellent analytical and problem-solving abilities with a keen eye for detail and data interpretation.
- Strong communication and interpersonal skills, capable of effectively collaborating with various stakeholders from agents to leadership.
- Ability to perform under pressure and make sound decisions in a fast-paced, dynamic environment.
- Solid understanding of call center metrics, terminology, and operational procedures.
- Flexible to work in shifting schedules, holidays, and weekends as required by a 24/7 operation.
- A Bachelor's degree or equivalent practical experience is preferred.