No salary information is indicated for this ad.
Suva, Central Division, Fiji Islands
Any
18 years old and above
Date Posted: Jan 08, 2026
Job Description
- Monitor live information center activity and adjust staffing to maintain service levels.
- Track agent adherence and queue performance, making intraday schedule adjustments.
- Communicate staffing needs and performance concerns to team leads.
- Provide real-time insights from Voice of Customer (VOC) and share emerging trends.
- Produce daily “End of Day” reports highlighting schedule exceptions and performance metrics.
- Design, maintain, and enhance dashboards and reporting tools.
- Analyze KPIs and performance trends to support operational and strategic decisions.
- Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy.
- Ensure timely and accurate delivery of daily, weekly, and ad hoc reports.
- Provide feedback and recommendations for continuous improvement.
- Intraday service level maintenance
- Real-time adherence monitoring
- Response time to staffing alerts
- Report accuracy and timeliness
- Stakeholder satisfaction with insights and Dashboard utilization rate
- Strategic Perspective: Aligns decisions with business needs. Commercial Orientation: Understands financial and operational impacts. Innovation: Proposes and implements new ideas.
- Drive: Perseveres and adapts under pressure. Self-Confidence: Demonstrates initiative and flexibility. Decisiveness: Solves problems using sound judgment.
- Service Orientation: Builds rapport and handles complaints effectively. Building Relationships
- Integrity: Acts professionally and supports others. Teamwork: Collaborates and influences positively. Interpersonal Sensitivity: Respects diverse viewpoints and communicates thoughtfully.
- Organization: Manages time and priorities effectively. Responsibility: Adheres to policies and communicates reliably.
- Senior CCP Analyst Workforce Planning & Insights Analyst
Job Qualifications
- A minimum of 3 year(s) of working experience is required.
- Candidates must be a Bachelor's / College Degree holder in Business Studies/Administration/Management or similar fields.
- Diploma or Bachelor's degree in Business Administration, Operations Management, Data Analytics, or a related field
- Additional certifications in Workforce Management, information Center Operations, or Data Reporting are advantageous
- 2–3 years of experience in customer service, or workforce management environment
- Experience in real-time operations monitoring, reporting, or performance analysis
- Familiarity with intraday scheduling, adherence tracking, and service level management
Additional Information
- Please indicate your active mobile information for you to reach as soon as possible.
- Salary is negotiable in accordance with qualification and experience
- No placement Fee, No Salary Deduction, Free food Allowance, Free Accommodation, Free Transportation
Principal / Employer
Centrecom PTE Limited
Principal / Employer Address
PORT MORESBY PAPUA NEW GUINEA
Placement Fee
This job has no placement fee.
For manpower pooling only. No fees in any form and/or purpose will be collected from the applicants. Beware of illegal recruiters and human traffickers.
Agency Details
Unit 701, 702 7th Floor, Pryce Center Building 1179 Chino Roces Avenue Cor Bagtikan St. San Antonio Village Makati., Makati City, Metro Manila, Philippines
POEA-019-LB-021521-R
QUESTCORE INC. is a Filipino-owned corporation, established in September 2008, primarily to engage in the provision and development of human resources, involving all types of professionals, technical personnel and skilled craftsmen for overseas employments. It is duly licensed by the Philippine Overseas Employment Administration (POEA) of the Department of Labor and Employment (DOLE).Envisioned to meet the ever-growing need of the overseas employment market, QUESTCORE is gearing up for the demand of competent and highly skilled personnel in various fields, i.e. land based construction, health, information technology and other types of industrial operations. We put value to not only ensuring the knowledge and expertise of our professional personnel but also to ensuring their capability to be able to adapt to the demanding work conditions, numerous challenges, and diverse cultures they will be faced with, hand-in-hand with our foreign clients in meeting their needs and expectations to ensure the utmost satisfaction of our foreign clients , while at the same time, we are able to provide protection for our overseas personnel and help care for their families.
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Reminder
Avoid paying illegal fees and never trust recruiters who promise guaranteed employment abroad without proper documentations.
