Operations Performance Analyst

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeePerformance Full time ₱800,000 - ₱1,200,000
Job Opportunity

A challenging role has become available for a talented professional to join our team as an Operations Performance Analyst. The successful candidate will be responsible for managing the operational efficiency of our contact center, ensuring optimal performance levels and delivering exceptional results.

Responsibilities
  • Real-time Performance Monitoring & Management: Continuously monitor inbound call queues and outbound activities; track real-time contact center performance metrics (Service Level, Average Handle Time, Occupancy, Adherence, Call Volume, Agent States, queue performance); identify deviations from service level targets and address accordingly; monitor outbound activities to ensure productivity and service levels are met.
  • Proactive Intervention & Adjustment: Implement immediate tactical adjustments based on real-time needs (skill sets, breaks/lunch schedules, off-phone activities); oversee scheduling and ensure agent break adherence; respond swiftly to spikes in volume, system outages, or staffing shortages to minimize impact.
  • Communication & Collaboration: Provide real-time updates to leadership teams; collaborate with operations leadership to align on real-time strategies and forecasting; convey operational directives to frontline teams as needed.
  • Data Integrity & Reporting: Ensure accuracy of data within operational systems and dashboards; create interval reports and daily performance summaries; document operational incidents and actions for historical tracking.
  • Operational Support: Perform voicemail monitoring and callbacks for missed appointments as needed; support productivity across departments; assist in ensuring planned agent schedules are executed in real time.
QualificationsRequired:
  • Experience: Minimum 2 years in a similar role in a contact center environment.
  • WFM Software: Proficiency with real-time monitoring tools such as Genesys or similar.
  • Technical Proficiency: Advanced Microsoft Excel skills for data manipulation and reporting.
  • Contact Center Tools: Experience with platforms like RingCentral and other contact center technologies.
  • Analytical Skills: Ability to interpret real-time data, identify trends, make quick decisions under pressure, and design performance scorecards.
  • Communication: Excellent verbal and written communication skills.
  • Problem-Solving: Strong ability to diagnose issues and implement solutions.
  • Attention to Detail: Meticulous in monitoring data and ensuring accuracy in reporting.
  • Understanding of Contact Center Metrics: Knowledge of KPIs such as Service Level, AHT, Occupancy, Adherence, etc.
Preferred:
  • Experience in a similar role supporting automotive retail clients.
  • Basic knowledge of scheduling principles.
  • Familiarity with Power BI or other dashboarding tools.
Why Join Us?

This is a great opportunity to work with cutting-edge tools in a dynamic, data-driven environment. You will have the chance to make immediate, impactful decisions and contribute to the success of our organization.


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