TL;DR
Intraday Performance Specialist (Business Analytics): Monitoring and optimizing workforce efficiency metrics and market/site performance in a call center environment with an accent on real-time volume alignment, staffing adjustments, and productivity analysis. Focus on analyzing trends, preparing reports, and collaborating with operations to maintain service levels and improve processes.
Location: Cebu, Philippines
Company
IONOS is a leading European digitalization partner serving small and medium-sized businesses with cloud infrastructure, hosting, and web services across Europe and North America.
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 including demand calculations and employee statistics.
- Identify and report issues impacting productivity, partnering with operations and support functions.
- Analyze workforce trends and collaborate with forecasting and planning teams.
- Recommend process improvements and assist with ad-hoc projects.
Requirements
- Location: Must be based in Cebu, Philippines
- BS/BA degree or equivalent professional experience.
- At least two years of call center experience in relevant roles such as Intraday Performance Coordinator or Workforce Management.
- Good knowledge of call center processes, workforce management systems (Genesys, Nice, Avaya, e-WFM), and technical execution frameworks.
- Intermediate or higher proficiency in Microsoft Excel or Google Spreadsheets.
Culture & Benefits
- Open structures with flat hierarchies and strong team spirit.
- Friendly working culture valuing work and fun compatibility.
- Opportunity to grow within a leading European cloud and hosting provider.