About the role

As a Workforce Senior Real Time Associate at ALORICA TELESERVICES, INC. in Davao, you will play a crucial role in ensuring the efficient and effective operation of the company's customer service call centre. This full-time, onsite position will have you working the graveyard shift, providing essential support to the business during critical operating hours.

What you'll be doing

Monitor and optimise workforce performance and productivity in real-time Make proactive adjustments to staffing levels to meet fluctuating call volumes and service level goals Collaborate with team leaders and supervisors to identify and resolve issues impacting service delivery Provide comprehensive reporting and analysis to drive continuous improvement Lead by example and mentor junior team members to develop their skills Ensure the call centre operates efficiently and within established KPIs

What we're looking for

Significant experience (5+ years) in a similar workforce management or real-time operations role within a customer service call centre environment Proven track record of driving team performance and improving operational efficiency Excellent communication, analytical and problem-solving skills Strong proficiency with workforce management and reporting tools Ability to work effectively in a fast-paced, high-volume environment Commitment to providing exceptional customer service