Alorica
Alorica

Workforce Global Command Center Analyst  

Alorica

 
  • Makati, Philippines
    Epifanio de los Santos Ave, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • ₱22,000.00 / month
    PHP
    22000
    22000
    22000
    MONTH
  • Full timeFULL_TIME

Expired 7 years ago

2017-02-27T16:00:00+00:00
Job closed.

Job Description

  • Perform contact center dynamics, basic workforce management principles, and process.
  • Analyze processes, enact change, and think operationally and strategically to achieve business goals.
  • Read reports generated from the Alorica CRM and ACD toolsets to identify problem areas relating to SLA and employee utilization.
  • Monitor performance throughout the month and measure against goals. Make changes needed to steer performance to the business goals.
  • Communicate with all levels from the front line, to corporate management as well as customers.

Minimum Qualifications

  • 1+ years of directly related experience, preferably in customer support environment.
  • Stable background as product specialist, technical support agent or customer service advisor.
  • Strong application usage and problem-solving skills.
  • Strong attention to detail.
  • Good communication skills.
  • Ability to use a computer, including proficiency using Microsoft Word and Excel.

Perks and Benefits

  • FlexitimeFlexitime
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance

Required Skills

  • Organizing and Planning
  • Customer Service
  • Time Management
  • Critical Thinking
  • Communication Skills
  • Performance Management

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Epifanio de los Santos Ave, Makati, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
5 openings
Website
http://jobs.alorica.com/ph-lead-capture/

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About Alorica

Who is Alorica? It’s pretty simple, really. We’re a company that does one thing—we make lives better…one interaction at a time—for our clients, customers, colleagues and communities. And we do it by relying on our people and leveraging the process, tools and technologies needed to deliver an insanely great customer experience. Every day, we find new ways to challenge the status quo and deliver innovative solutions—and we have a pretty awesome time doing it, too. At Alorica, our focus is on creating insanely great experiences for customers—online, on the phone and through social media. We approach it from all sides; from acquisition and sales to customer care, offering a suite of world-class services including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. Our team is vast and wide, comprised of more than 100,000 employees in 150 locations across 16 countries around the globe—but we call Orange County, the land of perpetual sunshine and avocado on everything, home. We’re making lives better…one interaction at a time. We combine passionate people with powerful solutions. Join us and together let’s change the game!

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