Real Time Service Level Manager

1 week ago

Pasig, National Capital Region, Philippines beBeeAnalyst Full time ₱1,200,000 - ₱1,500,000

Deliver Exceptional Customer Experiences

Key Role in Frontline Operations

We're looking for a skilled professional to manage and balance service levels for our company across all internal and external locations, lines of business, and products according to any contractual agreements and internal goals.

The primary responsibilities of this role include:

  • Updating and processing data for real-time performance analysis.
  • Obtaining quantifiable performance figures in order to make critical recommendations to address account performance issues.
  • Managing and monitoring the queue for the Operations account against the attainment of passing service levels.
  • Keenly observing the queue and proactively responding with action plans for the account's activities by continually communicating with Operations Management.
  • Acting as the central point of communication regarding account performance by cascading vital information to key decision-makers.
  • Escalating relevant information on account performance to Management and ensuring proper documentation on major incidents.

The ideal candidate will possess strong analytical skills, excellent communication skills, and the ability to work effectively in fast-paced situations. They will also have a strong internet connection and the ability to support online systems and applications.

Required Skills and Qualifications:

  • High school diploma or equivalent with a minimum of 1 year of WFM or related experience.
  • Strong analytical skills to review information, analyze data, and make appropriate recommendations for improvement.
  • Excellent communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues.
  • Ability to handle pressure and adapt to rapid changes in information, process, direction, or immediate workflow.
  • Availability to work weekdays, weekends, and nighttime shifts.

This is an exciting opportunity to contribute to delivering exceptional customer experiences. If you are a motivated and results-driven individual who is passionate about frontline operations, we encourage you to apply for this role.

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