Real-Time Queue & Performance Analyst

TELUS Digital; Iloilo City; On-site; PHP 350,000 - 520,000; Full time

Job summary

TELUS Digital is seeking a detail-oriented Workforce Management Specialist to oversee real-time queue performance for our Operations accounts in a fast-paced contact-center environment. You will act as the central point of communication for events affecting account performance and collaborate with Team Captains and Operations Management to drive service levels.

The role requires at least one year in workforce management within call centers, a Bachelor's degree, and proficiency with MS Office and

Qualifications

• Bachelor's Degree in any field.
• At least one year of Workforce Management experience in call center / customer service.
• Previous call center operations experience.

Responsibilities

• Ensures passing service levels by real-time queue management.
• Updates and processes data for real-time performance analysis.
• Obtains performance figures to address issues.
• Manages and monitors the queue against service levels.
• Communicates with Team Captains and Operations Management.
• Escalates information on performance to Management.
• Keeps abreast of new policies addressing account issues.
• Provides information on issues and challenges to attain service levels.
• Occasionally conducts training for Team Captains and new hires.

Skills

Workforce management

Call center operations

MS Office proficiency

Software systems familiarity

Education

Bachelor's Degree in any field

Tools

Baleen

BluePumpkin

CentreVu

Excel

MS Word

Job description

TELUS Digital is seeking a detail-oriented Workforce Management Specialist to oversee real-time queue performance for our Operations accounts in a fast-paced contact-center environment. You will act as the central point of communication for events affecting account performance and collaborate with Team Captains and Operations Management to drive service levels.

The role requires at least one year in workforce management within call centers, a Bachelor's degree, and proficiency with MS Office and