Real-Time Team Lead

2 days ago

Taguig, National Capital Region, Philippines beBeeAnalysis Full time ₱1,500,000 - ₱2,000,000
Job Overview

This role leads the real-time analysis team to ensure high performance and service quality.

The ideal candidate must be able to monitor queues, identify potential risks, and alert on deviations from contractual Key Performance Indicators (KPIs).

Additionally, they will coordinate offline activities, prepare daily reports, and follow up on non-adherence issues.

Key responsibilities include risk monitoring, service level analysis, call outs and coordination, and end-of-day reporting.

Responsibilities:
  • Risk Monitoring: Identify and alert on potential risks to meeting KPIs.
  • Service Level Analysis: Monitor and analyze service level performance against planned Average Handling Time (AHT), Auxiliary (Aux), and Shrinkage.
  • Call Outs and Coordination: Make real-time calls to floor supervisors for action on non-adhering Consultants.
  • EOD Reporting: Prepare daily performance analysis reports.
Requirements:
  • Calls Center Experience: Three years of experience in a Call Center environment.
  • Basic MS-Excel Knowledge: Basic knowledge of Microsoft Excel.
  • Call Center KPIs: Understanding of call center KPIs: AHT, Service Level.
Leadership Skills:
  • Demonstrated Leadership: Ability to take the lead in making improvements and resolving issues.
  • Team Player: Proven ability to work as a team player and leader.

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