Deskripsi Pekerjaan
Are you a highly organized and analytical professional with a passion for optimizing operations and ensuring seamless customer experiences? Alorica, a global leader in customer experience solutions, is searching for a dedicated Workforce Real-Time Associate to join our dynamic team in Angeles City, Pampanga. At Alorica, we are driven by our mission to create insanely great customer experiences, and this pivotal role is instrumental in achieving that goal.
As a Real-Time Associate, you will be at the forefront of our contact center operations, diligently monitoring agent performance, managing real-time adherence, and guaranteeing that critical service levels are consistently met. This position offers more than just a job; it's an opportunity to significantly contribute to a fast-paced environment where your keen insights directly impact our operational efficiency and, ultimately, customer satisfaction. You'll gain exposure to cutting-edge workforce management tools, collaborate with a supportive team, and have access to continuous learning and professional development opportunities within a leading BPO company.
If you thrive under pressure, possess excellent problem-solving skills, and are committed to operational excellence in a contact center setting, we encourage you to apply! Join Alorica in Angeles City and become a vital part of a company that not only champions its customers but also invests deeply in its employees and actively gives back to the community.
Tanggung Jawab
- Monitor real-time call center performance metrics, including service level, average handle time (AHT), and agent adherence, to ensure operational efficiency.
- Identify and report on real-time deviations from schedule or forecast, such as agent absenteeism, extended breaks, and non-adherence, taking immediate corrective action.
- Manage and adjust agent skills and availability in response to fluctuating call volumes and staffing needs to optimize service delivery and achieve target service levels.
- Communicate effectively with team leads, supervisors, and other stakeholders regarding real-time performance, potential issues, and required actions.
- Document all real-time activities, incidents, and resolutions accurately for reporting, post-mortem analysis, and compliance purposes.
- Support the overall Workforce Management team by assisting with scheduling adjustments, intraday reporting, and other ad-hoc tasks as required.
- Proactively identify and escalate any system or technical issues impacting agent productivity or customer service to the appropriate support teams for rapid resolution.
Kualifikasi
- Proven experience (1-2 years preferred) in a Workforce Management (WFM) or Real-Time Analyst role within a high-volume call center or BPO environment.
- Strong analytical skills with the ability to interpret data, identify trends, and make quick, informed decisions under pressure.
- Excellent communication skills, both written and verbal, for effective interaction with all levels of the organization.
- Proficiency in WFM software (e.g., Aspect, Verint, Genesys, NICE, or similar) and advanced skills in Microsoft Office Suite, particularly Excel.
- Ability to work flexible shifts, including weekends and holidays, to support 24/7 operations as needed.
- High school diploma or equivalent; a college degree in a relevant field is a plus.
- Demonstrated ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment.
- Exceptional attention to detail and a commitment to accuracy in all tasks.