Operations Manager
6 days ago
Carelon Global Solutions Philippines is seeking a skilled Operations Manager to join our team. As an Operations Manager, you will be responsible for monitoring call volume demand in real time and adjusting schedules accordingly.
- You will ensure optimal call center service levels to maximize utilization and minimize wait times.
- You will monitor call volume and average speed of answer (ASA) in real time and make adjustments to maintain consistent service levels.
In this role, you will be responsible for:
- Monitoring and reacting to fluctuations in call volume to restore service levels quickly.
- Scheduling activities around forecasted call patterns to ensure seamless operations.
- Scheduling off-phone activities when call volume projections are low to optimize productivity.
- Managing and adjusting call routing during unusual call patterns to meet service levels.
- Updating schedules to ensure the WFM system provides statistical staffing requirements based on current staffing availability.
- Updating schedules to account for breaks, paid time off, tardiness, etc.
To succeed in this role, you will need:
- A high school diploma or equivalent.
- At least 2 years of call center operations experience or an equivalent combination of education and experience.
- Preferred: Real-time management experience in a centralized call center environment.
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Operations Manager
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Supply Chain Operations Manager
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