Real-Time Operations Optimizer

Confidential; Quezon City; On-site; PHP 450,000 - 600,000; Full time

Job summary

Confidential in Metro Manila is seeking an Operations queue management specialist to ensure service levels for multiple accounts by monitoring the queue in real time and coordinating with Team Captains and Operations Management.

You will update data for performance analysis, report on call volume and AHT, escalate incidents, and conduct targeted training to improve queue handling and response strategies.

Qualifications

Responsibilities

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) to address account performance issues.
• Manages and monitors the queue against provisioned service levels.
• Proactively communicates with Team Captains and Operations Management to implement action plans.
• Escalates important account performance information to Management and documents major incidents.
• Keeps up to date with policies addressing day-to-day issues for accounts.
• Provides insights on issues impeding service levels and designs responses.
• Occasionally trains Team Captains for real-time queue management.
• Trains new hires or as needed for Operations.

Job description

Confidential in Metro Manila is seeking an Operations queue management specialist to ensure service levels for multiple accounts by monitoring the queue in real time and coordinating with Team Captains and Operations Management.

You will update data for performance analysis, report on call volume and AHT, escalate incidents, and conduct targeted training to improve queue handling and response strategies.