Optimizing Call Center Efficiency

1 day ago

Quezon City, National Capital Region, Philippines beBeePerformance Full time ₱900,000 - ₱1,200,000
Key Performance Analyst

The Key Performance Analyst is responsible for overseeing live call center operations to ensure optimal staffing and service levels throughout the day. They track agent activity, manage skilling and breaks, respond to spikes in volume, and coordinate with operations to make informed decisions.


As a critical member of our team, the KPA plays a key role in maintaining service efficiency and ensuring a smooth workflow across shifts. To achieve this, they will monitor real-time metrics, identify areas for improvement, and develop strategies to enhance performance.



Responsibilities
  • Monitor and analyze real-time data to inform operational decisions
  • Ensure schedule adherence and proper staffing levels to meet service targets
  • Manage agent skilling and break scheduling to optimize performance
  • Respond to volume spikes and collaborate with Operations to address challenges
  • Track and report key performance indicators (KPIs) and areas for improvement
  • Escalate critical concerns to senior leadership teams
  • Develop and implement strategic plans to enhance service quality and efficiency


Requirements
  • Bachelor's degree or equivalent work experience in a related field
  • At least 1-2 years of experience in a Workforce Management or similar role
  • Familiarity with WFM tools and software
  • Strong analytical and problem-solving skills
  • Excellent communication and collaboration skills
  • Ability to work effectively in a fast-paced environment


Preferred Qualifications
  • Experience with advanced WFM platforms and tools
  • Knowledge of intraday forecasting and schedule optimization techniques
  • Background in multi-site or multi-program support
  • Proficiency in reporting tools like MS Excel and Power BI
  • Strong analytical background with ability to interpret complex data trends

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