Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for data and operational efficiency? Alorica is seeking a dynamic Workforce Real Time Associate to join our high-performing team in Makati City. In this pivotal role, you will act as the eyes and ears of our operation, ensuring that our call center remains agile, efficient, and capable of delivering world-class customer experiences.
You will be responsible for monitoring live queue activity, analyzing adherence patterns, and identifying trends in phone time to optimize staffing levels throughout the day. The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment and possesses the analytical mindset required to make split-second decisions that directly impact service levels.
At Alorica, we believe in empowering our employees to achieve excellence. As a Real Time Associate, you will collaborate closely with operations leaders to pivot strategies, manage shrinkage, and ensure our staff is supported while maintaining peak productivity. If you are ready to elevate your career in workforce management with a global industry leader, we want to hear from you.
Tanggung Jawab
- Monitor real-time call volume, average handle time (AHT), and service levels to ensure operational goals are met.
- Analyze agent adherence and schedule compliance, taking immediate action to address discrepancies.
- Communicate effectively with operations supervisors regarding queue performance and staffing challenges.
- Execute intraday schedule changes, including breaks and offline activity management, to stabilize workforce productivity.
- Generate comprehensive real-time performance reports and identify root causes for service level deviations.
- Manage call routing adjustments and contingency plans during unexpected system outages or high-traffic spikes.
- Provide ongoing recommendations to the workforce planning team to improve forecasting accuracy and scheduling efficiency.
Kualifikasi
- Minimum of 1-2 years of experience in a Real Time Analyst or Workforce Management role within a BPO/Contact Center environment.
- Proficiency in WFM software (e.g., IEX, NICE, Aspect, or Verint) is highly preferred.
- Advanced analytical skills with a high degree of proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, etc.).
- Exceptional critical thinking abilities with the capacity to multitask in a fast-paced, high-pressure setting.
- Strong verbal and written communication skills to effectively interface with cross-functional teams.
- Ability to work flexible hours, including shifting schedules, weekends, or holidays as required by business needs.
- A proactive approach to identifying operational risks and implementing corrective actions before they impact client KPIs.