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5 Jobs Available

Sr Workforce Analyst (Capacity Planning)

Alorica Philippines

Alorica - MJ Plaza 30.65 km

Sr Workforce Analyst (Capacity Planning)

Earn Up to 37,500 Monthly

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247.ai Philippines

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Quality Assurance Associate

Alorica Philippines

Alorica - Mezza 30.30 km

Quality Assurance Associate

Earn Up to 22,000 Monthly

IT Application Development Programmer Analyst II

Alorica Philippines

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IT Application Development Programmer Analyst II

Earn Up to 110,000 Monthly

Quality Assurance Supervisor

Alorica Philippines

Alorica - Cubao 34.37 km

Quality Assurance Supervisor

Earn Up to 35,000 Monthly

Alorica - MJ Plaza Alorica - MJ Plaza - Sr Workforce Analyst (Capacity Planning)

Location 2310 Chino Roces Ave, Makati, Metro Manila

Job Description

JOB RESPONSIBILITIES - Partners with operational leadership to ensure service levels are met - Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status - Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence - Documents system or telephone problems identified by team members; provide follow up to ensure problem is resolved - Conduct analysis and recommend solutions to real-time performance issues - Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met - Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met - Prepare daily/weekly/monthly and ad hoc reports and distribute to management - Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

Skills Required

  • Creative Thinker
  • Problem Solving Skills
  • Analytical Skills
  • Calm Under Pressure
  • Open to Flexible Schedules
  • Attention to Detail
  • Empathetic to Customers
  • Positive Attitude
  • Strong Communication Skills

Qualification Required

  • College Graduate

What this jobs offers

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