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Real-time Team Lead

1 week ago

Mandaluyong City, National Capital Region, Philippines Support Services Group Full time

Company Overview:

Support Services Group is a global omnichannel contact center solutions provider founded in 1998. With headquarters in Waco, Texas, we have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees.

Job Description:

We're seeking an experienced Real-time Team Lead to oversee agent performance and operations. The ideal candidate will have strong leadership skills and knowledge of ACD, forecasting, and scheduling.

Responsibilities:

  • Maintain optimal staffing levels and schedule adherence.
  • Facilitate real-time discussions with stakeholders to resolve operational issues.
  • Generate adherence reports and implement contingency action plans.
  • Enhance delivery processes through collaboration with the operations team.
  • Develop metrics and targets for services.
  • Forecast staffing requirements using trends and reports.

Requirements:

  • At least 6 months experience as Real-time Analyst
  • Background in Local Account preferred
  • Attention to detail and accuracy.
  • Knowledge of ACD, forecasting, and scheduling.
  • Organizational and analytical skills.
  • Excel proficiency and communication skills.

Benefits:

Join a global community dedicated to excellence and growth. Enjoy ample opportunities for advancement and skill development.