Real Time Performance Improvement Specialist

2 days ago

Palayan City, Central Luzon, Philippines beBeeAnalyst Full time ₱4,000,000 - ₱6,000,000
Job Overview:

The ideal candidate for this Real Time Analyst role will be responsible for monitoring service level performance and ensuring real-time communication with floor supervisors. This position requires a driven individual who can work independently to achieve goals.

This analyst will play a crucial role in the success of our team, collaborating closely with operations management to improve productivity and customer satisfaction.

Key Responsibilities:
  • Monitor and analyze key performance indicators (KPIs) such as Average Handling Time (AHT), Service Level, and Shrinkage
  • Identify and communicate non-adherence issues at the consultant level to floor supervisors
  • Develop and implement strategies to improve adherence and enhance productivity
  • Coordinate offline activities to support business objectives
  • Collaborate with operations management to inform them of any deviations or KPI fluctuations
  • Prepare and submit accurate end-of-day performance analysis reports
Requirements:
  • At least two years of experience in a similar role
  • Proficiency in Microsoft Excel
  • Strong understanding of call center metrics: AHT, Service Level
  • Excellent verbal and written communication skills
  • Ability to work flexible hours, including night shifts, weekends, and holidays as required
  • People management skills and experience an asset

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