Service Level Performance Specialist

6 days ago

Manila, National Capital Region, Philippines beBeeOperations Full time
Job Summary

We are seeking a highly skilled Operations Coordinator to join our team. As a key member of our operations department, you will play a critical role in ensuring seamless day-to-day activities and efficient utilization of resources.

Key Responsibilities
  • Real-time Monitoring:
    • Utilize specialized software tools and systems to monitor key performance indicators (KPIs) and real-time metrics to inform strategic decisions and optimize resource allocation.
    • Track service levels, queue volumes, agent availability, and other relevant metrics to identify trends and potential issues.
    • Communicate with team members regarding action plans and critical items related to daily operational workforce management (WFM) support.
    • Analyze real-time data to identify patterns, trends, and areas for improvement.
  • Immediate Response and Guidance:
    • Act as the first point of contact for frontline staff during operational hours regarding on-phone and off-phone activities, queues and skilling.
    • Provide immediate assistance and guidance to address performance gaps, resolve issues, and ensure adherence to established protocols and standards.
  • Communication and Collaboration:
    • Collaborate with team leaders, managers, and other stakeholders to communicate real-time updates, performance expectations, and best practices.
    • Facilitate communication channels between teams to streamline workflows and enhance coordination.
    • Proactively identify opportunities to streamline processes, enhance efficiency, and improve overall performance and communicate and coordinate with pertinent groups.
  • Escalation Management:
    • Identify and escalate critical issues or emergencies to appropriate management channels for timely resolution.
    • Follow established escalation procedures to ensure swift and effective response to high-priority incidents.
  • Reporting and Analysis:
    • Create and complete reports and dashboards that effectively support strategies and decisions on a day-to-day basis.
  • Other Responsibilities:
    • Perform other duties and tasks as assigned by management to support the objectives of the department and the organization.
    Qualifications
    • Bachelor's Degree (any field) or equivalent work experience
    • At least 6 months experience specializing in Real-Time Monitoring or Workforce Analysis

Required Skills:

  • Advanced knowledge in MS Office especially MS Excel and relevant WF tools such as IEX and CMS.
  • Knowledge in problem-solving processes.

Desired Skills:

  • Strong communication skills.
  • Above average reporting skills.
  • Excellent analytical skills.
  • Must possess effective organizational skills and time management skills.
Abilities
  • Ability to work on several projects simultaneously.
  • Ability to come up with sound and accurate decisions in any given circumstance.
  • Ability to exhibit professionalism.
  • Demonstrated ability to work with a team.
  • Demonstrated ability to communicate effectively and professionally with internal and external associates.
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
  • Ability to work a flexible schedule (morning/graveyard/shifting schedule).

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