Call Center Efficiency Analyst

4 days ago


Quezon City, National Capital Region, Philippines LeadAdvisors Full time

About the Job:

">

We are seeking a skilled Call Center Efficiency Analyst to join our team. As a Call Center Efficiency Analyst, you will play a critical role in optimizing scheduling, forecasting, and real-time monitoring for our BPO operations. You will be responsible for ensuring that staffing levels align with business needs, maximizing efficiency while maintaining Service Level Agreements (SLAs), agent productivity, and customer satisfaction.

">

Responsibilities:

">
  • ">
  • Workforce Planning:">
    • ">
    • Develop short-term and long-term forecasts for call volumes, chats, emails, and other customer interactions based on historical data and trends.">
    • Create staffing models to ensure adequate agent coverage while optimizing costs.">
    • Work with operations and HR to plan hiring and training needs based on forecasted demand.">
    ">
  • Scheduling & Shift Optimization:">
    • ">
    • Generate and manage agent schedules to maintain optimal coverage across shifts.">
    • Implement real-time adjustments for attendance deviations, unexpected call volume spikes, or system downtimes.">
    • Optimize break and lunch schedules to maintain efficiency and service levels.">
    ">
  • Real-Time Monitoring:">
    • ">
    • Monitor agent adherence to schedules in real-time, addressing discrepancies immediately.">
    • Track and report on absenteeism, tardiness, and unplanned leaves.">
    • Provide intraday reports on call traffic and agent availability, making recommendations for adjustments as needed.">
    ">
  • Performance Reporting & Analysis:">
    • ">
    • Track and analyze WFM metrics, including:">
    • Service Level (SL)">
    • Average Handling Time (AHT)">
    • Occupancy & Utilization Rates">
    • Schedule Adherence & Compliance">
    • Shrinkage & Attrition">
    • Generate daily, weekly, and monthly reports to provide insights into staffing efficiency and operational performance.">
    • Work with stakeholders to recommend process improvements based on data findings.">
    ">

Requirements:

">
  • ">
  • Proven experience as a Real-Time Analyst or in a similar role within a call center environment.">
  • BPO Operations: 2 years (Required)">
  • Proficiency in workforce management tools and software, preferably YTEL and VICI.">
  • Strong analytical and problem-solving skills with the ability to interpret data and drive actionable insights.">
  • Solid understanding of call center metrics, key performance indicators (KPIs), and industry best practices.">
  • Ability to thrive in a fast-paced, high-pressure environment with changing priorities.">
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.">
  • Attention to detail and a commitment to delivering high-quality work.">
">

About Us:

">

Welcome to LeadAdvisors.com, where innovation meets excellence in the digital landscape. We specialize in two main areas: business process outsourcing (BPO) and digital content marketing. Our expertise in BPO allows us to handle campaigns for brands across the United States, delivering exceptional results and driving growth for our clients.

">

In the digital space, we excel in content marketing, technical SEO, guest blogging, media outreach, conversion rate optimization, UX design, and sales funnel strategy. Our dedicated professionals tirelessly create and implement strategies that enhance our client's online presence, improve search engine visibility, and generate high-quality leads.



  • Quezon City, National Capital Region, Philippines Global Payments Full time

    Job DescriptionThis Service Quality Assurance Lead role is responsible for overseeing the quality and efficiency of our call center operations. The successful candidate will have a strong background in quality assurance and a proven track record of improving call center performance.You will be responsible for developing and implementing quality assurance...


  • Quezon City, National Capital Region, Philippines Global Payments Full time

    Company OverviewGlobal Payments Inc. provides financial technology services globally, helping millions of people move money between buyers and sellers using our payments solutions.About the JobWe are seeking a skilled Operations Analyst to join our team, responsible for workforce planning and scheduling in call-center environments.Key ResponsibilitiesDevelop...


  • Quezon City, National Capital Region, Philippines E-Solutions IT Services Full time

    E-Solutions IT Services is currently seeking a highly motivated Call Center Professional to join our dynamic team.This is an excellent opportunity for individuals looking to start their career in customer service.As a Call Center Professional, you will play a key role in delivering outstanding service to our customers while developing your professional...


  • Quezon City, National Capital Region, Philippines E-Solutions IT Services Full time

    We are currently seeking enthusiastic and motivated Call Center Representatives to join our dynamic team. This is an excellent opportunity for fresh graduates looking to start their career in customer service. As a Call Center Representative, you will play a key role in delivering outstanding service to our customers while developing your professional skills...


  • Quezon City, National Capital Region, Philippines JobsAvenuePH Full time

    We are hiring a Call Center Quality Expert to join our team at Alorica Cubao/Centris. As a key member of our organization, you will play a critical role in ensuring that our customers receive exceptional service.Your primary responsibility will be to monitor and evaluate customer interactions to ensure service excellence. This involves assessing call...


  • Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Job SummaryThe Senior Operations Director will lead the call center operations team to deliver exceptional customer service and achieve business objectives. This role requires a strategic thinker with expertise in call center management, leadership, and operational excellence.Key Responsibilities:* Develop and implement call center strategies to improve...

  • Call Center Agent

    2 days ago


    Quezon City, National Capital Region, Philippines Neks Job Philippines Full time

    About the RoleThis is an exciting opportunity to join Neks Job Philippines as a Call Center Agent. In this role, you will be responsible for handling customer calls and providing exceptional customer service in a fast-paced and dynamic environment.Key ResponsibilitiesAs a Call Center Agent, your key responsibilities will include:Responding to customer calls...


  • Quezon City, National Capital Region, Philippines LeadAdvisors Full time

    About the roleWe are looking for a highly skilled and experienced Call Center Training Specialist to join our team. The ideal candidate will be responsible for designing, implementing, and evaluating training programs that enhance the performance and efficiency of our call center agents. This role requires a strategic thinker with strong leadership,...


  • Quezon City, National Capital Region, Philippines Neksjob Corporation Full time

    We are looking for a highly skilled Call Center Support Specialist to join our team at Neksjob Corporation. As a customer-facing representative, you will be responsible for delivering exceptional service to our clients.Job SummaryJob Description: In this role, you will manage incoming customer calls and emails, address customer questions and concerns, and...


  • Quezon City, National Capital Region, Philippines JobsAvenuePH Full time

    On-site - Quezon City No Exp Required Diploma Full-timeJob DescriptionJoin Alorica Philippines and be part of a dynamic team that delivers world-class customer service As a Call Center Agent, you will handle customer inquiries, provide resolutions, and ensure a seamless customer experience. Your responsibilities include answering calls, troubleshooting...


  • Quezon City, National Capital Region, Philippines Neks Job Philippines Full time

    Neks Job Philippines is expanding its team and seeking a highly motivated Call Center Representative to provide exceptional customer service and support.About the Role:Provide top-notch customer service via phone, email, and chat channelsAssist customers with their queries, addressing concerns and resolving issues efficientlyWork collaboratively with...


  • Quezon City, National Capital Region, Philippines Neksjob Full time

    Neksjob Job Overview:We are seeking a skilled and results-driven Call Center Professional to join our dynamic team. As a key member of our customer service team, you will be responsible for providing exceptional service and support to our customers through various communication channels.Responsibilities and Duties:Handle inbound and outbound customer calls,...


  • Quezon City, National Capital Region, Philippines Neksjob Full time

    About the RoleNeksjob is seeking a skilled Call Center Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences through effective communication and issue resolution.Key Responsibilities:Communicate with customers via phone, email, or chat to understand their concerns and...

  • Operations Director

    5 days ago


    Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Job DescriptionThe Senior Operations Director will be responsible for managing the day-to-day activities of the call center operations team. This includes:* Overseeing the recruitment, selection, training, and development of call center staff* Developing and implementing policies and procedures to ensure compliance with regulatory requirements and industry...


  • Mandaluyong City, National Capital Region, Philippines Global Payments, Inc. Full time

    Tactical AnalystIn this role, you will be part of a dynamic team that helps over 3 million companies, more than 1,300 financial institutions, and over 600 million cardholders grow with confidence and achieve amazing results. Our worldwide presence makes it possible for millions of people to move money between buyers and sellers using our payments solutions...

  • Call Center Agent

    3 weeks ago


    Quezon City, National Capital Region, Philippines Neksjob Philippines Full time

    Call Center Agent Financial Account - Vertis North Site / Apply Now / 19kCustomer Service Representatives handle concerns and complaints regarding goods and services. In addition to assisting consumers with returns, upgrades, and purchases, they frequently offer guidance and technical support. They typically do their business from residences, call centers,...


  • Quezon City, National Capital Region, Philippines Neks Job Philippines Full time

    About the RoleWe are looking for a highly motivated and detail-oriented Call Center Specialist to join our dynamic team at Neks Job Philippines. As a Call Center Specialist, you will be responsible for providing top-notch customer service and support to our clients.

  • Call Center

    4 weeks ago


    Makati City, National Capital Region, Philippines Call Center Careers Inc. Full time

    WE'RE HIRING Onsite ProcessWilling Start on Feb 10,Earn: Up to 27k Salary OfferPosition: Customer Service Representative, Telco accountQualifications:Open for Newbies and Career ShiftersOnsite set-upHs , SHS , Fresh , College GraduateWith or Without BPO experienceFree tips via phone callStart AsapClick Apply now

  • Call Center

    4 weeks ago


    Makati City, National Capital Region, Philippines Call Center Careers Inc. Full time

    Open for Career ShiftersJoin us on: February 12 ,26 For exciting opportunities for youCustomer Service Representative & TELCO accounts( Pure Voice ) High school, Senior Highschool,Under grad and College graduates are welcomeOpen for newbiesGood English Communication SkillsSAME DAY JOB OFFER FOR YOULet's Kickstart your Career journeyClick here to Apply


  • Quezon City, National Capital Region, Philippines Afni, Inc. Full time

    As a Telecommunications Operations Manager at Afni, Inc., you will play a critical role in driving customer satisfaction and loyalty through effective call center operations.Your primary responsibility will be to develop and implement call center strategies that align with business objectives.You will lead a team of professionals in designing and...