Workforce Real-Time Associate at Alorica Philippines

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

28 Jul, 26

Salary

0.0

Posted On

29 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-time monitoring, Intraday forecasting, Workforce management, Data analysis, Staffing scheduling, Performance management, Excel, Five9, Verint, IEX, Nice, Aspect, Analytical skills, Problem solving, Communication, Decision making

Industry

Outsourcing and Offshoring Consulting

Description

JOB PURPOSE Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy. ESSENTIAL FUNCTIONS · Assists in Training New Team Members · Works with RTA Supervisors and Managers to complete projects and work with RTA analysts to complete adhoc requests · Serves as an initial point of contact for RTAs in the absence of RTA leadership · Serves as a Subject Matter expert for Skilling and Real time Monitoring · Monitors and manages phone and back office performance by analyzing real time volume and team member performance · Monitors and manages workload distribution by adjusting team member skilling within the center · Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to prioritize and meet service objectives · Partners with leadership to update team member schedules for requested exceptions post schedule publication · Adjusts team member activities (e.g. breaks, lunches, meetings, etc.) to minimize service level deviations · Approves Wish List requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals POSITION QUALIFICATIONS Competency Statement(s) · Analytical Skills - Ability to use thinking and reasoning to solve a problem · Communication, Oral - Ability to communicate effectively with others using the spoken word · Communication, Written - Ability to communicate in writing clearly and concisely · Customer Oriented - Ability to take care of the customers' needs while following company procedures. · Decision Making - Ability to make critical decisions while following company procedures. · Interpersonal - Ability to get along well with a variety of personalities and individuals. · Management Skills - Ability to organize and direct oneself and effectively supervise others. · Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems · Relationship Building - Ability to effectively build relationships with customers and co-workers · Working Under Pressure - Ability to complete assigned tasks under stressful situations At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us. At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.

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Responsibilities

The Workforce Real-Time Associate manages real-time resource allocation and intraday staffing to ensure service level objectives are met. They monitor agent performance, adjust schedules, and provide analytical support to the WFM team to optimize call center operations.