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Real Time Operations Lead

2 weeks ago

Taguig, National Capital Region, Philippines beBeeAnalyst Full time ₱800,000 - ₱1,200,000
Job Opportunity:

We are seeking a seasoned professional to lead our team of analysts in a dynamic, fast-paced environment.

This role requires strong leadership skills, the ability to analyze complex data and make informed decisions, and excellent communication skills.

The ideal candidate will have at least three years of experience in a call center setting, with a proven track record of success in improving efficiency and productivity.

Key responsibilities include monitoring queues in real-time, identifying and addressing risks to meeting contractual KPIs, and coordinating offline activities.

A successful candidate will also have basic knowledge of MS-Excel and a good understanding of call center metrics such as AHT and Service Level.

If you are a motivated and results-driven individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

  1. Monitor queues in real-time to identify and address any risks to meeting contractual KPIs like Service Level, Abandonment %, Line Adherence, Handling Capacity, SIR.
  2. Correlate service level performance with non-adherence at Consultant level.
  3. Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  4. Prepare EOD performance analysis reports.
Requirements:
  • At least three years of work experience in a Call Center.
  • Basic knowledge of MS-Excel.
  • Good verbal and written communication skills.
  • Demonstrated leadership skills; able to take the lead in making improvements and resolving issues.
  • Flexibility to work in a 24/7 environment, including but not limited to GY shifts, weekends, holidays, and overtime as necessary.
Benefits:

All your information will be kept confidential according to EEO guidelines.

Additional Information:

This is a fantastic opportunity to join a dynamic team and take your career to the next level.