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Operational Efficiency Specialist

2 weeks ago

Iloilo City, Western Visayas, Philippines Carelon Global Solutions Full time
About the Role

This is an exciting opportunity to join our team as a Workforce Management Real-Time Analyst at Carelon Global Solutions.

Job Summary:

As a Workforce Management Real-Time Analyst, you will be responsible for monitoring call volume demand and making adjustments to optimize workforce allocation. You will also analyze call center performance and adjust schedules to ensure optimal service levels.

Key Accountabilities:
  • Monitor call volume and average speed of answer (ASA) in real-time and adjust schedules accordingly.
  • Manage and adjust call routing during unusual call patterns to meet service level requirements.
  • Update schedules to ensure the WFM system provides statistical staffing requirements based on current staffing availability.

The successful candidate will have excellent analytical and problem-solving skills, with the ability to work under pressure and make data-driven decisions.

We offer a dynamic and supportive work environment, with opportunities for career advancement and professional growth.