Real Time Analyst | Makati
Alorica
- Makati, PhilippinesMJ Corporate Plaza, 2310 Chino Roces Ave, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Đã hết hạn 7 years ago
2017-08-07T16:00:00+00:00Công việc đã đóng.
Miêu Tả Về Công Việc
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.
Trình độ tối thiểu
- 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.
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Sometimes
- Địa chỉ văn phòng
- MJ Corporate Plaza, 2310 Chino Roces Ave, Makati, Metro Manila, Philippines
- Ngành nghề
- Business Process Outsourcing
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
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Về 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!