Performance Optimization Specialist

7 days ago


Taguig, National Capital Region, Philippines Sutherland Full time

About This Role

This position involves leading in real-time to optimize service level and utilization delivery. You will work closely with the operations management team to identify areas for improvement and implement corrective actions.

Key Tasks
  1. Monitoring service level performance at interval levels against planned AHT, Auxiliary, and Shrinkage.
  2. Making real-time calls on performance and staffing levels to floor supervisors for action on non-adhering Consultants.
  3. Coordinating offline activities.
  4. Preparing End-of-Day performance analysis reports.
  5. Following up to ensure corrections are made to non-adherence to improve productivity performance.
  6. Partnering with Ops MOD and keeping them informed through callouts on Consultant-level deviations and KPIs.
  7. Demonstrating leadership skills to lead in making improvements and resolving issues.
Qualifications

To be successful in this role, you will need:

  1. At least three years of experience in a Call Center environment.
  2. Broad understanding of call center KPIs: AHT, Service Level.
  3. Good communication and leadership skills.
  4. Familiarity with Call Center applications such as CMS Avaya Supervisor/eWFM/IEX is beneficial but not required.
  5. A High School Diploma/GED (±11 years).
  6. Flexibility to work in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as necessary.
  7. Demonstrated leadership skills to take the lead in making improvements and resolving issues.
  8. Ability to work collaboratively as part of a team.
  9. Effective time management to handle multiple tasks and initiatives.


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