Operational Excellence Specialist

4 days ago

Mandaluyong City, National Capital Region, Philippines Support Services Group Full time
Job Overview

Support Services Group is a global, omnichannel contact center solutions company dedicated to delivering extraordinary customer care to brands that prioritize customer satisfaction and loyalty. Our mission is to provide tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more.

Key Responsibilities:
  • Monitor agent status and inbound operations in real-time to ensure optimal staffing levels and adherence to schedules.
  • Foster real-time discussions with stakeholders to address operational issues and facilitate effective problem-solving.
  • Analyze data and generate reports to identify trends and insights that inform forecasting and scheduling decisions.
  • Develop and manage adherence reports (hourly, daily, weekly, monthly) to measure team performance and identify areas for improvement.
  • Collaborate with the operations team to enhance delivery processes and implement volume contingency action plans as needed.
  • Contribute to process and service improvement initiatives by analyzing data and identifying opportunities for growth and development.


Qualifications:

  • A minimum of 6 months experience as Real-time Analyst or a similar role.
  • Preferably with a background in Local Account management or a related field.
  • Strong attention to detail and accuracy, with excellent analytical and organizational skills.
  • Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling principles.
  • Proficiency in creating MS Excel reports and templates, with the ability to analyze and interpret complex data sets.
  • Excellent communication skills, both written and verbal, with the ability to effectively collaborate with cross-functional teams.


About Us

At Support Services Group, we're committed to excellence and dedicated to providing our clients with unparalleled customer experience. We believe in fostering a culture of innovation and collaboration, where our employees have the opportunity to grow and develop both personally and professionally.

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