Performance Optimization Expert

3 days ago


Taguig, National Capital Region, Philippines HelloConnect Full time

About the Role

HelloConnect is seeking a skilled Real-Time Performance Analyst to join our team. As a key member of our workforce management group, you will play a critical role in driving performance and efficiency across our contact centers.

Responsibilities

  1. Develop and implement real-time strategies to optimize staffing levels, ensuring that our customer service agents are equipped to meet defined performance targets daily.
  2. Analyze intraday trends and provide recommendations to business units on resource allocation and KPI impact.
  3. Manage staff break schedules and schedule swaps, and work with supervisors to allocate resources during low-call volume periods.
  4. BREAK OPTIMIZATION AND RE-SCHEDULING OF DAILY EXCEPTIONS TO MEET SCHEDULING REQUIREMENTS.
  5. Perform periodic skill audits to ensure accurate staffing alignment.
  6. Convert management team information into actionable insights for real-time resource adjustments.
  7. Coordinate non-production activities while maintaining productivity and service level goals.
  8. Document and track workflow processes for accurate process management.
  9. Ensure accurate, reliable, and timely reporting.
  10. Monitor overall office adherence to work schedules and alert supervisors of non-adherence.
  11. Investigate extended call states across all queues.
  12. Track performance, schedule adherence, overtime, absenteeism, productivity, and technical issues.
  13. Proactively mitigate system outages, technical issues, or unexpected staffing challenges.

What You'll Need

  • Strong analytical skills with ability to interpret data and make informed decisions.
  • Excellent communication and collaboration skills.
  • Ability to work in a fast-paced environment with multiple priorities.
  • Familiarity with workforce management systems and tools.
  • Experience in contact center operations or a related field.

What We Offer

  • A dynamic and supportive work environment.


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