Location: Makati
Work Setup: Onsite
Shift Schedule: Night Shift
Responsibilities:
- Monitor real-time data and daily operations to achieve performance goals.
- Analyze live metrics to identify trends, challenges, and improvement opportunities.
- Work with teams to adjust schedules and resources based on current data.
- Prepare detailed performance and exception reports for management.
- Support implementation of strategies to enhance service quality and operations.
- Collaborate with stakeholders to promptly resolve operational issues.
- Document activities accurately following company policies and procedures.
Requirements:
- At least 12 months of experience in real-time analysis, workforce management, or operations monitoring, preferably in a call centre or customer service environment
- Background in Business Management or Computer Science
- Must be amenable to start ASAP
- Strong analytical skills and expertise in Microsoft Excel and various data tools
- Excellent communication and interpersonal skills
- Ability to multitask and perform under pressure