Premier BPO is a Business Process Outsourcing company. Premier BPO combines technology, people and customer needs to produce a synergistic blend of customized solutions: Call Centres, Back Office Processes, Customer Care, IT Services, and Technical Support. Our outsourcing solutions are jointly conceived and seamlessly integrated with the customer's practices. The new end-to-end process delivers cost savings, enhanced customer satisfaction, metrics, reports, and analytics. We also provide marketing and sales support capabilities to our customers so they can capture a larger pie of their target market.
Monitor real-time contact center activities and make necessary adjustments to optimize performance and achieve service level goals.
Analyze incoming call patterns and adjust staffing levels to ensure adequate coverage and minimize customer wait times.
Maintain awareness of agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.
Collaborate with team members and supervisors to identify and resolve any issues affecting contact center performance.
Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement.
Provide timely and accurate information to management regarding contact center performance and trends.
Escalate critical issues or service level breaches to the appropriate stakeholders for prompt resolution.
Assist with the implementation and maintenance of workforce management tools and systems.
Participate in training and development programs to enhance knowledge and skills related to workforce management.
Bachelor's degree in business administration, Statistics, Management Information Systems (MIS), or equivalent.
Proven experience in a contact center or customer service environment.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency in using workforce management tools and software.
Ability to work in a fast-paced and dynamic environment.
Detail-oriented with the ability to multitask and prioritize effectively.
Strong organizational and time management skills.
Ability to work collaboratively in a team-oriented setting.
Flexibility to work in shifts, including evenings, weekends, and holidays as required.
Company Christmas gift
Opportunities for promotion- Promotion to permanent employee
On- site
Job Type: Full-time
Pay: Php32,- 00 - Php35,000.00 per month
Supplemental pay types:
13th month salary
