Contact Center Operations Specialist

2 days ago

Iloilo City, Western Visayas, Philippines beBeeWorkforce Full time ₱2,372,000 - ₱3,598,000
Job Description

We are seeking a skilled workforce management professional to join our team as a Call Center Operations Specialist. As a key member of our operations team, you will be responsible for monitoring call volume demand and adjusting the workforce accordingly to ensure optimal service levels.

This role requires strong analytical skills, attention to detail, and excellent communication abilities. If you have experience in real-time management in a centralized call center environment and possess a high school diploma or equivalent education and experience, we encourage you to apply.

  • Monitor call volume demand in real time and adjust the workforce accordingly to ensure optimal service levels.
  • Ensure that service levels are maintained by monitoring call volume and average speed of answer (ASA) in real time and adjusting schedules as needed.
  • React to fluctuations in call volume to restore service levels quickly.
  • Schedule activities based on forecasted call patterns and manage call routing during unusual call patterns.
  • Update schedules to reflect breaks, paid time off, tardiness, and other factors, ensuring the WFM system can provide accurate staffing requirements.
Required Skills and Qualifications

To succeed in this role, you will need:

  • A high school diploma; 2 years of call center operations experience; or equivalent education and experience.
  • Experience in real-time management in a centralized call center environment is preferred.
  • At least 2 years of WFM Analyst (RTA) experience.
Benefits

We offer a competitive compensation package, benefits, rewards, recognition programs, health insurance, and amenities to support your well-being.

About Us

We specialize in contact center operations (call and chat) and clinical nurse operations for a leading healthcare company. We foster a collaborative and growth-oriented workplace respecting diverse backgrounds.

If you are a recent senior high school or college graduate seeking to start your career, we support your professional development with the right tools and training aligned with your aspirations.

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