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Senior Call Center Associate Opportunities

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Tarlac City, Central Luzon, Philippines beBeeOpportunities Full time ₱150,000 - ₱250,000
Job Summary

Sr. Associates will monitor queues in real-time to identify risks related to contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.

  • Key Responsibilities:
  1. Expertise and Risk Identification: Monitor service level performance against planned AHT, Aux, and Shrinkage, and address non-adherence at the consultant level.
  2. Performance Enhancement: Make real-time call outs regarding performance and staffing to floor supervisors for appropriate action. Prepare End of Day (EOD) performance analysis reports and coordinate offline activities.
  3. Relationship Building: Follow up to ensure callouts on non-adherence are addressed, improving productivity and service levels. Partner with Operations Manager on deviations and KPIs.
Required Skills and Qualifications

Successful candidates will have:

  • At least one year of experience in a call center environment
  • Basic knowledge of MS Excel
  • Understanding of call center KPIs such as AHT and Service Level
  • Good verbal and written communication skills
  • Knowledge of call center applications like CMS, Avaya Supervisor, eWFM, or IEX is a plus but not required
  • High School Diploma or GED (equivalent to 11 years of education)
  • Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays, and overtime as needed
Benefits

All candidate information will be kept confidential according to EEO guidelines.