Real Time Coordinator

Role DetailsContract Duration: Permanent Work schedule: To be determinedWork type and Location: Hybrid in Metro ManilaExpected start date: April 8th, 2024About The Role  Are you passionate about data and reporting? PartnerHero is looking for a Real-Time Coordinator who will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success. The ideal candidate can read data on-site and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.  You'll Be...

• Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain  efficient distribution among all available resources