Real-Time Operations Analyst: Queue Master & Performance

TELUS Digital; Iloilo; In loco; PHP 335.000 - 558.000; Tempo pieno

Descrizione del lavoro

TELUS Digital is seeking a Workforce Management professional to manage real-time queue performance for Operations accounts and to drive service levels through data-driven decisions. You will monitor call volume, AHT, and running service levels, and provide action plans in collaboration with Team Captains and Operations Management.

The role requires proven WFM experience in call centers, with training in queue management and familiarity with WFM software.

Competenze

• At least one year of Workforce Management experience in the call center / customer service industry.
• Formal training in Workforce Management (real-time data analysis, queue management) preferred.
• Previous call center operations experience.

Mansioni

• Manage real-time queue for the Operations account and monitor attainment of service levels.
• Obtain quantifiable performance figures (e.g., call volume, AHT, service level) to inform recommendations.
• Escalate major incidents and document them for management.
• Provide training to Team Captains and new hires on queue management and tools.
• Communicate performance updates to key decision-makers and stakeholders.

Conoscenze

Real-time data analysis

Queue management

Call center operations

MS Office

Formazione

Bachelor's Degree

Strumenti

Baleen

BluePumpkin

CentreVu

ACD/PABX

Descrizione del lavoro

TELUS Digital is seeking a Workforce Management professional to manage real-time queue performance for Operations accounts and to drive service levels through data-driven decisions. You will monitor call volume, AHT, and running service levels, and provide action plans in collaboration with Team Captains and Operations Management.

The role requires proven WFM experience in call centers, with training in queue management and familiarity with WFM software.