Job Details

Mission Control Analyst (VER11606)

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Teleperformance Philippines

Published

2018-06-07

Closes

 

Location

Vertis, Quezon City, Metro Manila, Philippines

Category

Operations and Logistics

Type

Full-time

Description

Job Summary

  • Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business 

Duties and Responsibilities

  • Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines
  • Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations
  • Follow appropriate procedures
  • Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency
  • Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data
  • Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company's financial goals (efficiencies) are met
  • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
  • Planning and scheduling off-phone events
  • Maintain confidentiality relative to organizational strategies, objectives, and practices
  • Participate in functions/meetings as required
  • Work on special projects as needed

Qualifications

  • Minimum 1 year call center experience
  • Ability to understand, analyze and report on call center metrics
  • Must demonstrate basic analytical, numerical, and problem solving skills
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Must be enterprising, diplomatic and proactive in solving problems
  • Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios
  • Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization
  • Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-placed, shifting priority environment
  • Proficient in MS Excel
  • Flexible schedule and impeccable attendance record
  • Ability to write reports, business correspondences, and procedure manuals