About the role
Alorica Teleservices, Inc. is seeking a talented Senior Real Time Associate to join our team in Davao. This is a full-time, on-site role that offers a relocation package and signing bonus. As a Senior Real Time Associate, you will play a crucial part in managing and optimizing customer service operations, ensuring a seamless experience for our clients and their end-users.
What you'll be doing Monitor and analyze real-time call centre metrics and performance data to identify opportunities for improvementImplement effective workforce management strategies to ensure optimal staffing levels and call handlingCollaborate with team leaders and managers to develop and execute action plans that drive operational efficiencyProvide guidance and support to junior associates, coaching them on best practices and process optimizationContribute to the development of standard operating procedures and training materialsIdentify and resolve system and process issues, escalating to the appropriate teams as neededProvide regular reporting and insights to senior management on call centre performanceWhat we're looking for Minimum of 2-3 years of experience in a call centre or customer service environment, with a focus on real-time operations managementStrong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisionsExcellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teamsProven experience in workforce management, including scheduling, forecasting, and performance trackingProficient in using call centre management tools and platformsFamiliarity with the call centre industry and a good understanding of customer service best practicesBachelor's degree or equivalent in a relevant fieldWhat we offer
At Alorica, we are committed to providing our employees with a supportive and rewarding work environment. In addition to a competitive salary and relocation package, we offer a range of benefits, including:
Comprehensive health insurance coverageGenerous paid time off and holiday leaveOngoing training and development opportunitiesOpportunities for career advancementTeam-building and social activitiesAbout us
Alorica Teleservices, Inc. is a leading provider of customer experience solutions, serving a diverse range of industries. With a strong focus on innovation and customer-centricity, we are committed to delivering exceptional service and driving positive business outcomes for our clients. Join us and be a part of our dynamic team as we continue to expand our presence in the Philippines and beyond.
Apply now
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