Optimize Service Delivery Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeCareer Full time

About the Role:

In this challenging position, you will support our Customer Service Center to ensure service level agreements are met. Your role will involve analyzing real-time patterns, adjusting schedules, work shifts, breaks, and meetings to optimize coverage.

Key Responsibilities:

  • Create accurate daily, weekly, and monthly reports on time.
  • Monitor phone login compliance by agents.
  • Review operational schedules.
  • Record email and call data, including KPI reports.
  • Communicate schedules effectively to employees.
  • Coordinate with team leaders on performance and attendance.
  • Adjust staffing levels to cover absences, lateness, and leaves, including overtime suggestions.
  • Analyze call volume and performance metrics daily to meet service levels.

Required Skills and Qualifications:

  • At least 1 year of experience in Workforce Management.
  • Basic understanding of Internet principles, terminology, and functionality.
  • Typing speed of 45 WPM.
  • Proficiency in Word, Excel, and Windows.
  • Strong analytical, critical thinking, research, and problem-solving skills.
  • Ability to work under pressure and complete reports timely, including overtime if needed.

Benefits:

  • Work-life balance in a meaningful, exciting work environment.
  • Celebration of diversity and inclusion, fostering a culture of belonging.
  • Comprehensive benefits including competitive HMO, punctuality bonus, generous vacation policies, and family support programs.

Note: This job description covers essential functions and may be revised at any time. The company reserves the right to assign additional duties as needed.

We Offer:

  • Opportunities for learning, growth, and career development across different aspects of the business.

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