Workforce Real Time Analyst | Work Onsite - Makati City

Teleperformance; Makati; Sur place; PHP 450 000 - 750 000; Plein temps

Résumé du poste

Teleperformance in Manila area seeks a capable supervisor to oversee all operational support aspects of the contact center. You will monitor staffing, scheduling, forecasting systems, and policy execution to ensure service levels remain high.

You will also monitor training programs, quality issues, and the implementation of support systems across potentially multiple centers, driving continuous improvement and day-to-day excellence.

Qualifications

• Knowledge base typically acquired from a professional/university degree
• Approximately 1-2 years of practical professional experience in a particular area
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions

Responsabilités

• Oversees and has full responsibility over all operational support aspects of the contact center
• Facilitates and monitors staffing, scheduling and forecasting systems, and policy and procedure
• Monitors the implementation and execution of training programs across the contact center
• Oversees all aspects of contact center quality issues and support systems implementation and management
• May be responsible for multiple contact centers

Description du poste

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers.

Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.