Workforce Optimization Specialist
4 days ago
XtendOps is a leading BPO provider in the Philippines.
Senior Service Level Manager (BPO setup)We are seeking a seasoned Service Level Manager to lead our call center operations team.
About the Team:
XtendOps is a dynamic and fast-paced organization that values innovation and excellence. Our call center operations team is responsible for delivering exceptional customer experiences through efficient and effective service delivery.
About the Role:
- Responsibilities include analyzing call center performance data, identifying trends, and providing recommendations to improve service levels and customer satisfaction.
- The ideal candidate will have experience with Aspect software and a proven track record of improving call center efficiency.
- Lead the development and implementation of strategies to improve service levels and customer satisfaction.
- Collaborate with the Workforce Manager to ensure schedules align with service level goals and staffing needs.
Key Responsibilities:
- Develop and implement strategies to improve service levels and customer satisfaction.
- Collaborate with the Workforce Manager to optimize schedules and staffing levels.
- Monitor and evaluate the effectiveness of the workforce management function.
- Lead the development and implementation of process improvements.
Qualifications:
- At least 5 years of experience in a service level management role in a call center environment.
- Strong experience with WFM tools (NICE, Aspect, Verint, etc.).
- Excellent leadership and analytical skills.
- Strong communication and interpersonal skills.
We offer a competitive salary and benefits package, including health insurance and retirement plans. If you are a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this opportunity.
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