Workforce Global Command Center Analyst


  • Makati, Philippines
  • 22,000.00 - 22,000.00 PHP / month
  • Full time
Posted a month ago and deadline of application is on 27 Feb
Recruiter was hiring an hour ago

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

  • Flexitime Flexitime
  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Life Insurance Life Insurance
  • Medical / Health Insurance Medical / 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
Graduated from college
Recruiter response to application
Office Address
Epifanio de los Santos Ave, Makati, Metro Manila, Philippines
Business Process Outsourcing
5 openings

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About Alorica

Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry. Centralized and Scaled Global Partner Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform. A Firm with Strong Support Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams. Complete Lifecycle Solution Support Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial Acquisition | Pre-Sales/Sales, Order Taking, Cross-Sale/Up-Sale, Lead Generation, Product Information, Sales Verifications, Reservations Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support, Hardware/ Software Support Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud, Credit Activation, Property Recovery, Skip Tracing, Attorney Services
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