About the role
As a Workforce Senior Real Time Associate at ALORICA TELESERVICES, INC. in Davao, you will play a crucial role in ensuring the efficient and effective operation of the company's customer service call centre. This full-time, onsite position will have you working the graveyard shift, providing essential support to the business during critical operating hours.
What you'll be doing Monitor and optimise workforce performance and productivity in real-timeMake proactive adjustments to staffing levels to meet fluctuating call volumes and service level goalsCollaborate with team leaders and supervisors to identify and resolve issues impacting service deliveryProvide comprehensive reporting and analysis to drive continuous improvementLead by example and mentor junior team members to develop their skillsEnsure the call centre operates efficiently and within established KPIsWhat we're looking for Significant experience (1 year) in a similar workforce management or real-time operations role within a customer service call centre environmentProven track record of driving team performance and improving operational efficiencyExcellent communication, analytical and problem-solving skillsStrong proficiency with workforce management and reporting toolsAbility to work effectively in a fast-paced, high-volume environmentCommitment to providing exceptional customer serviceWhat we offer
ALORICA TELESERVICES, INC. is a leading global provider of customer experience solutions. We offer a range of competitive benefits, including opportunities for career development, ongoing training, and a positive work culture that values collaboration and innovation. If you're passionate about delivering exceptional customer service and thrive in a dynamic, challenging environment, we'd love to hear from you.
Apply now to join our team as a Workforce Senior Real Time Associate in Davao.
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