Alorica
Alorica

Real Time Analyst | Makati  

Alorica

 
  • Makati, Philippines
    MJ Corporate Plaza, 2310 Chino Roces Ave, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-08-07T16:00:00+00:00
Job closed.

Job Description

Essential Duties & Responsibilities:

  • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
  • Monitor, maintain, and track inbound service level goals and department expectations.
  • Ensure real time inbound and outbound staffing levels are met through maintaining campaign statistics, campaign strategy, campaign scheduling, and agent performance based on program targets provided.
  • Monitor workforce software to identify employees out of adherence.
  • Communicate adherence deviation to employees and site leadership to address efforts on improving adherence.
  • Create reporting on absenteeism and another shrinkage for operations leaders and workforce personnel.
  • Provide ad hoc reporting as needed to show adherence to scheduled events within site.
  • Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
  • Provide regular feedback to Global Command Center to improve upon short-range planning precision.
  • Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
  • Perform other duties as assigned by management.
  • Work under general supervision.

Minimum Qualifications

  • At least 1-year Real Time Analyst prior experience.
  • Prior experience with EWFM, Aspect, and IEX preferred.
  • Candidates must be willing to be assigned in Makati.

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
MJ Corporate Plaza, 2310 Chino Roces Ave, Makati, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
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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