Call Center Performance Expert

1 week ago

Tarlac City, Central Luzon, Philippines Sutherland Global Full time

We are looking for a highly motivated and experienced Call Center Performance Expert to join our team as a Workforce Optimization Specialist – Workforce Analytics (RTA). In this role, you will play a critical part in driving operational excellence by analyzing and optimizing our workforce.

Key Responsibilities

As a Workforce Optimization Specialist, you will be responsible for developing and implementing strategies to improve operational efficiency, reducing costs and improving customer satisfaction. This will involve analyzing complex data sets, identifying areas for improvement, and implementing changes to optimize our workforce.

Requirements
  • A minimum of two years of work experience in a related field, preferably in a call center environment.
  • Strong analytical skills, with ability to interpret complex data sets and make informed decisions.
  • Excellent communication and interpersonal skills, with ability to build strong relationships with colleagues and stakeholders.
  • Familiarity with MS-Excel and other productivity tools.
  • Flexibility to work in a 24/7 environment, including but not limited to graveyard shifts, weekends, holidays, and overtime as necessary.

This role requires a proactive and results-driven individual who is passionate about delivering exceptional results and contributing to the success of the organization.

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