Operations Support Specialist

2 days ago

Angeles City, Central Luzon, Philippines beBeeWorkforce Full time

Job Overview:

We are seeking a highly skilled and experienced Workforce Real-Time Associate to join our team. As a key member of our workforce management team, you will be responsible for analyzing information databases, historical data, and real-time information to create recommendations that improve daily objectives within the production team.

The ideal candidate will have prior experience in operations support roles and possess excellent analytical skills. Strong communication and problem-solving skills are also essential for this role.

Key Responsibilities:

  • Analyze information databases, historical data, and real-time information to create recommendations that improve daily objectives within the production team.
  • Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
  • Provide ad hoc reporting as needed to show adherence to scheduled events within the site.
  • Assist in skilling and/or provide data to the Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
  • Collaborate with other Workforce Teams to make schedule recommendations regarding out-of-seat activity, VTO, and overtime.

Requirements:

  • Prior experience in customer care and/or contact center environment; operations support roles preferred.
  • Prior experience with EWFM, Aspect, and IEX preferred.
  • At least 1 year of Workforce Management exposure.
  • High School Diploma required; Bachelor's Degree or undergraduate with relevant work experience preferred.

Benefits:

  • Opportunity to work with a dynamic team
  • Chance to develop skills in workforce management
  • Flexible work arrangements

Others:

  • Will be based in Quezon City
  • Preferably 1-4 years of experience in Customer Service or equivalent

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