Intraday Performance Specialist

TL;DR

Intraday Performance Specialist (Business Analytics): Monitoring and optimizing workforce efficiency metrics in a call center environment with an accent on real-time volume alignment, staffing adjustments, and productivity analysis. Focus on analyzing performance trends, preparing reports, and collaborating with operations to maintain service levels and improve processes.

Location: Onsite in Cebu, Philippines

Company

Leading European provider of cloud infrastructure, cloud services, and hosting services with a friendly working culture and flat hierarchies.

What you will do

• Monitor and align incoming customer request volumes with staffing and work pool availability.
• Initiate countermeasures to maintain service levels and optimize personnel productivity.
• Create and develop daily reports and analyses related to demand, contact reasons, and employee statistics.
• Identify and report issues impacting productivity, partnering with operations and support functions.
• Collaborate with business and forecasting teams to align short- and long-term workforce planning.
• Analyze current processes and recommend improvements; assist with ad-hoc projects.

Requirements

• Location: Must be onsite in Cebu, Philippines
• BS/BA degree or equivalent professional experience.
• At least two years of call center experience in relevant roles such as workforce management or real-time analysis.
• Good knowledge of call center processes, workforce management software (Genesys, Nice, Avaya, e-WFM), and MS Office (Excel/Google Spreadsheets).
• Ability to interpret and act on workforce metrics and forecasts.
• Strong analytical and reporting skills.