Workforce Real Time Associate | Clark | Open for CSRs/TSRs
Alorica Angeles Full-time
About the role
Join our dynamic team at ALORICA TELESERVICES, INC.' as a Workforce Real Time Associate based in Angeles City Pampanga. This full-time role is responsible for monitoring and optimizing workforce performance within our call centre operations, ensuring exceptional customer service delivery.
What you'll be doing- Monitoring and analyzing real-time call centre performance data to identify opportunities for improvement
- Collaborating with team leaders and agents to address staffing, scheduling, and productivity challenges
- Providing timely feedback and guidance to call centre agents to enhance their performance and skills
- Implementing effective workforce management strategies to meet service level agreements and key performance indicators
- Assisting in the development and maintenance of workforce forecasting and planning models
- Participating in continuous process improvement initiatives to streamline call centre operations
- 2+ years of experience in a call centre or customer service environment, preferably in a workforce management or real-time operations role
- Strong analytical and problem-solving skills to interpret workforce data and identify areas for improvement
- Excellent communication and interpersonal skills to collaborate effectively with team members and stakeholders
- Proficiency in using workforce management and call centre software tools
- Adaptability and flexibility to thrive in a fast-paced, dynamic call centre environment
- A passion for delivering exceptional customer service and driving operational excellence
What we offer
At ALORICA TELESERVICES, INC.', we are committed to creating a positive and inclusive work environment. We offer competitive compensation, opportunities for career advancement, and a range of employee benefits to support your well-being and work-life balance.
If you're ready to join our team and make a real impact, apply now for the Workforce Real Time Associate role.
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