Job Details

Mission Control Analyst - DAV18179

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Teleperformance Philippines

Published

2019-08-09

Closes

2019-08-30

Location

Davao City, Davao del Sur, 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. Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
  • Act as the first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
  • Coordinate and collaborate with operations and other departments to ensure the smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency. 

Duties/Responsibilities:

  • 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 the 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-paced, shifting priority environment.
  • Proficient in MS Excel.
  • Flexible schedule and impeccable attendance record.
  • Ability to write reports, business correspondences, and procedure manuals