Operational Efficiency Specialist

4 days ago


Taguig, National Capital Region, Philippines HelloConnect Full time

Job Overview

HelloConnect is seeking a highly skilled Operational Efficiency Specialist to join our workforce management team. In this role, you will play a key part in driving operational excellence and improving customer satisfaction across our contact centers.

Key Responsibilities

  1. Develop and execute real-time strategies to optimize staffing levels, ensuring that our customer service agents meet defined performance targets daily.
  2. Identify and analyze intraday trends, providing actionable insights to business units on resource allocation and KPI impact.
  3. Collaborate with supervisors to manage staff break schedules, schedule swaps, and allocate resources during low-call volume periods.
  4. Implement break optimization and re-scheduling of daily exceptions to meet scheduling requirements.
  5. Conduct regular skill audits to ensure accurate staffing alignment.
  6. Communicate management team information to inform real-time resource adjustments.
  7. Coordinate non-production activities while maintaining productivity and service level goals.
  8. Document and track workflow processes for accurate process management.
  9. Guarantee accurate, reliable, and timely reporting.
  10. Monitor overall office adherence to work schedules and alert supervisors of non-adherence.
  11. Investigate extended call states across all queues.
  12. Track performance, schedule adherence, overtime, absenteeism, productivity, and technical issues.
  13. Proactively address system outages, technical issues, or unexpected staffing challenges.

Requirements

  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration abilities.
  • Capacity to work in a fast-paced environment with multiple priorities.
  • Familiarity with workforce management systems and tools.
  • Experience in contact center operations or a related field.

About Us

HelloConnect is a pioneering provider of cloud-based contact center solutions. Our mission is to deliver exceptional customer experiences through innovative technology and people-centric approaches.



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