JOB DESCRIPTION . Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team. . Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence. . Provide ad hoc reporting as needed to show adherence to scheduled events within site. . Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business. . Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime. . Perform other duties as assigned by management. Minimal . 2 year customer care and/or contact center environment experience prior experience in operations support roles preferred. . Prior experience with EWFM, Aspect, and IEX preferred. . At least 1 year of Workforce Management exposure . At least 1 year(s) of working experience in the related field is required for this position. . Applicants must be willing to work in Quezon City. . Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent. . High School Diploma required. Bachelor's Degree or undergraduate, with relevant work experience preferred. ABOUT THE TEAM At Alorica, we're all about putting our team members on a passionate, rewarding career path-and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing-and taking care of one another-is an integral part of who we are.