Call Center Optimization Analyst

7 days ago


Iloilo City, Western Visayas, Philippines Carelon Global Solutions Full time
Job Overview

Carelon Global Solutions is seeking a highly skilled Workforce Management Real-Time Analyst to join our team.

Main Responsibilities:
  • Monitor and react to fluctuations in call volume to restore service levels quickly.
  • Schedule activities around forecasted call patterns.
  • Manage and adjust call routing during unusual call patterns to meet service level requirements.

The ideal candidate will have a strong understanding of call center operations, with experience in real-time management and a proven track record of improving efficiency and productivity.

We offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.

Requirements:
  • High school diploma or equivalent required.
  • Minimum 2 years of call center operations experience, or an equivalent combination of education and experience.
  • Preferred: Real-time management experience in a centralized call center environment.


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