Workforce Real-Time Associate

Alorica Inc.; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Alorica Inc. in the Philippines, Quezon City is seeking a Workforce/Operations role focused on analyzing data to optimize daily production objectives. You will monitor service levels, track adherence, and provide ad hoc reports to demonstrate alignment with site schedules.

The role collaborates with Workforce teams to optimize scheduling, consider out-of-seat activity, VTO, and overtime, and supports management with additional duties as assigned.

Responsibilities

• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management.

Job description

• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management.