Real-Time Operations Specialist

5 days ago


Davao City, Davao, Philippines Transcom Worldwide Philippines, Inc. Full time
About the Role

This is an exciting opportunity for a motivated individual to join our team as a Workforce Management/Real Time Analyst.

You will play a key role in analyzing call center data to optimize service levels and staff productivity.

Responsibilities
  1. Manage all call center traffic to ensure compliance with customer service level agreements.
  2. Provide real-time analysis around productivity-impacting scenarios to customers.
  3. Assist with staffing requirement analysis and scheduling of staff to ensure contractual service levels are always met.
  4. Communicate the plan to the assigned operations management.
What We're Looking For
  • Preferably a college graduate or at least a secondary school diploma.
  • At least 3 years of related contact center experience.
  • Minimum of 1 year traffic management experience in a complex skills-based routing environment.
  • Good understanding of basic contact center metrics and overall contact center operations.
  • Excellent verbal and written communication skills.


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