Real Time Performance Excellence Manager

2 days ago

Angeles City, Central Luzon, Philippines beBeePerformance Full time ₱800,000 - ₱1,200,000
Job Summary:

This role offers a unique opportunity to leverage real-time analytics and expertise to drive performance excellence in call center operations.

A successful candidate will be responsible for monitoring service level performance, identifying areas of improvement, and implementing strategic solutions to meet contractual KPIs.

The ideal candidate will possess strong analytical skills, excellent communication abilities, and a proven track record of leadership in a fast-paced environment.

Key Responsibilities:
  • Monitor queues in real-time to identify and address risks to meeting contractual KPIs such as Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR
  • Coordinate offline activities and prepare EOD performance analysis reports
  • Extend support by making real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants
Qualifications:
  • 2-3 years of work experience handling a team in a Call Center
  • Basic knowledge of MS-Excel
  • Basic understanding of call center KPIs: AHT, Service Level - Good verbal and written communication skills
  • Flexibility to work in a 24/7 environment, including but not limited to GY shifts, weekends, holidays, and overtime as necessary
  • Demonstrated leadership skills; ability to take the lead in making improvements and resolving issues
  • Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
Benefits:
  • Opportunity to build a fulfilling career in a dynamic and driven organization
  • Possibility to develop new skills and expertise in real-time analytics and call center operations
  • Chance to make a meaningful impact on business performance and contribute to the success of the team

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