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Real-Time Operations Leader

3 weeks ago

Angeles City, Central Luzon, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000
Job Description

We are seeking an experienced Real Time Analyst to join our team. This role will involve leading and monitoring queues in real-time to identify and address any risks to meeting contractual KPIs.

  1. Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR.
  2. Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level. Extend support.
  3. Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  4. Coordinate offline activities.
  5. Prepare EOD performance analysis reports and strengthen relationships.
  6. Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
  7. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs.
  8. Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues.

Required Skills and Qualifications

Our ideal candidate will have:

  1. At least three years of work experience in a Call Center environment.
  2. Basic knowledge of MS-Excel.
  3. Basic understanding of call center KPIs: AHT, Service Level.
  4. Good verbal and written communication skills.
  5. Knowledge of Call Center applications such as CMS Avaya Supervisor/ eWFM /IEX is a plus but not required.
  6. High School Diploma/GED (±11 years).
  7. Flexibility to work in a 24/7 environment, including but not limited to GY shifts, weekends, holidays, and overtime as necessary.
  8. Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
  9. Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader.
  10. Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

Benefits

As a valued member of our team, you can expect:

  • A competitive compensation package.
  • Ongoing training and development opportunities.
  • A collaborative and supportive work environment.
  • The chance to work on challenging projects that make a real impact.

Others

Additional information:

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