Workforce Analytics Expert
3 days ago
We are seeking a highly skilled Associate Manager – Workforce Analytics (RTA) to join our team. In this role, you will be responsible for monitoring queues in real-time to identify and address potential risks to meeting contractual KPIs. Your expertise will help us maintain high levels of service quality and efficiency.
Responsibilities and Deliverables
- Queue Monitoring: 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.
- Performance Support: Make real-time call outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants. Coordinate offline activities.
- Analysis and Reporting: Prepare EOD performance analysis reports.
- Education: High School Diploma/GED (±11 years).
- Skills and Qualifications: Good knowledge of MS-Excel, good understanding of call center KPIs: AHT, Service Level, good verbal and written communication skills, and flexibility to work in a 24/7 environment.
- Leadership Skills: People management skills and experience, demonstrated leadership skills, ability to be proactive in developing trust and professional rapport with employees and team members.
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Performance Improvement Specialist
3 days ago
Tarlac City, Central Luzon, Philippines Sutherland Full timeJob DescriptionThe Associate Manager – Workforce Analytics (RTA) plays a vital role in ensuring the effective delivery of our services. In this role, you will be responsible for monitoring queues in real-time to identify and address potential risks to meeting contractual KPIs. Your expertise will help us maintain high levels of service quality and...