Call Center Lead Specialist

4 days ago


Davao City, Davao, Philippines Sutherland Full time

Job Summary

This position requires a highly skilled and experienced professional who can lead and manage real-time operations in a fast-paced call center environment. The ideal candidate will have a proven track record of driving service level improvement and optimizing resource allocation.

About the Role

As a Real-Time Analyst, you will be responsible for monitoring and analyzing data to identify trends and areas for improvement. You will work closely with floor supervisors and other teams to implement changes and ensure seamless execution.

  1. You will monitor service level performance at interval levels against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level Extend support.
  2. Making real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  3. Coordinate offline activities such as preparing EOD performance analysis reports Strengthen relationships.
  4. Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
  5. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs.
  6. Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues.
Key Responsibilities

The key responsibilities of this role include:

  1. Monitoring and analyzing real-time data to identify trends and areas for improvement.
  2. Leading and managing floor supervisors and other teams to implement changes and ensure seamless execution.
  3. Preparing EOD performance analysis reports to strengthen relationships and improve productivity performance.
  4. Fostering open communication with Ops MOD and other stakeholders to ensure successful collaboration.


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