Senior Real-Time Operations Specialist

Concentrix; Quezon City; On-site; PHP 335,000 - 469,000; Full time

Job summary

Concentrix is seeking a Sr. Representative for Real Time Management in the Philippines. The role focuses on real-time monitoring of queues, performance reporting, and collaboration with site management across multiple sites.

The ideal candidate will have strong MS Office and Google Tools skills, the ability to multitask and meet tight deadlines, and a deep understanding of call center metrics such as service level, AHT and staffing. Shift flexibility is required.

Qualifications

• Ability to build and maintain relationships with stakeholders across sites to meet shared objectives.
• Proficient with MS Office, Google Sheets and Google Tools.
• Able to multi-task, prioritize and meet deadlines for deliverables.
• Must be a Graduate.
• In-depth understanding of call center metrics and their impact (service level, ASA, AHT, Abandon, Occupancy, Staffing, Schedules).
• Strong mathematical and analytical skills.
• Open to working in all shifts.
• Flexible to business needs.

Responsibilities

• Daily real-time monitoring of all queues for all sites.
• Update and send reports on Adherence, Attendance, Queues; highlight anomalies to Ops.
• Review and work on tickets assigned to different stakeholders.
• Coordinate with cross-functional partners.
• Highlight concerns to respective stakeholders.
• Resolve escalated issues and requests from site management.
• Prepare daily/weekly/monthly MIS / WCR decks and presentations.
• Produce and analyze daily efficiency reports (availability, access level).
• Attend centralized or site management meetings as required.
• Cater to ad-hoc reporting requests from internal and external clients.

Skills

Stakeholder management

Multi-tasking

Analytical skills

Prioritization

Shift flexibility

Education

Graduate

Tools

MS Office

Google Sheets

Google Tools

Job description

Concentrix is seeking a Sr. Representative for Real Time Management in the Philippines. The role focuses on real-time monitoring of queues, performance reporting, and collaboration with site management across multiple sites.

The ideal candidate will have strong MS Office and Google Tools skills, the ability to multitask and meet tight deadlines, and a deep understanding of call center metrics such as service level, AHT and staffing. Shift flexibility is required.