Telrcom Solutions Inc - Real-Time Management, Sr. Specialist

Location Intellectual Property Center, Upper McKinley Hill, Taguig, Metro Manila, Philippines

Job Description

Functional Overview:

The Sr. Real Time Management Specialist is responsible for various functions, including overseeing the Workforce Team’s optimization efforts. This includes planning, forecasting, and scheduling to ensure continuous workflow in company operations.

Duties and Responsibilities:

Manage daily service levels and key metrics for the Real Time Management Team, such as productivity, quality, and attendance.
Acts as Team POC when the need arises and assists Immediate Supervisor to oversee the daily Workforce Team operations
Provide insights to Operations Management on staffing opportunities to meet service level expectations and requirements.
Develop programs, modules, projects, and initiatives for the Workforce Team’s growth.
Monitor real-time performance and manage workforce resources to maximize efficiency and achieve business goals.
Ensure effective staffing and scheduling, utilizing diagnostic methods to generate performance reports.
Oversee all scheduling and shift activities, including break schedules, team shifts, training, vacations, meetings, and overtime.
Assist in forecasting staffing needs and developing schedules based on historical data and trends.
Help identify trends by analyzing key performance indicators to evaluate daily operations.
Report key performance metrics, including total output, response times, user wait times, and adherence.
Recommend and implement process improvements.
Ensure compliance with Company policies and procedures through knowledge and understanding.
Perform additional job-related tasks as needed.

Minimum Competencies:

Proven work experience with Real Time Optimization and Management
Highly proficient in MS Office applications
Comprehensive understanding of business reporting activities and processes

Minimum Qualifications:

Graduate of BS Information Systems, Information Technology, or any relevant course
At least 2-4 years of working experience in the related field
Excellent communication skills
Highly analytical and data driven
Able to work effectively in fast-paced situations and adapt to rapid changes in information, process, direction, or workflow

Perks and Benefits:

Competitive Salary Package
All social guarantees and benefits as per the labor law
HMO Upon Hire (up to Php 120,000 coverage)
Compensatory Time-Off
Yearly leave monetization

Work Arrangement:

Full Time
Onsite in McKinley Hill, Taguig
Shifting Schedule

Skills Required

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

Qualification Required

College Graduate

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What this jobs offers

About Telrcom Solutions Inc Read more about Us

Telrcom Solutions, Inc. provides comprehensive customer service and operates a support center specializing in a diverse array of business process outsourcing (BPO) services. Founded in 2021 in Dubai, United Arab Emirates, this emerging BPO company has consistently expanded its operations in the Philippines, with a particular focus on chat support services.

Our office is situated on the 4th Floor of the Intellectual Property Center, located at 28 Upper McKinley Road, Taguig 1634, Metro Manila, Philippines.