About this role
Work Setup: Hybrid (Most of the time is WFH 4 to 6 days onsite per month)
Work Location: MOA, Pasay
Required Educational Attainment:
- With minimum of 2 years of College Education (No back subjects)
Required Experience:
- Minimum of 6 months to 1 year MIS experience in BPO operations.
Responsibilities
- Regularly track vital performance indicators (KPIs) within the Management Information System (MIS), such as call and chat volumes, agent availability, and adherence to service levels.
- Establish and oversee real-time alerts for any variations from set performance benchmarks, responding swiftly to address potential concerns.
- Efficiently allocate resources, including agents and queues, to guarantee optimal coverage during both peak and off-peak periods.