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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level, generalist BPO operations role in a metro with broad requirements increases competition.
Skills transfer well across contact-center and customer operations but are less transferable to unrelated industries.
Explicit 3-year requirement plus role-specific coaching and audit skills enforce moderate filtering.
Job Description
Structured overview of role & requirementsAbout This Role
Provide floor support, conduct audits on product/process, communication, and soft skills, and deliver coaching and feedback to agents to improve performance.
Analyze data and prepare reports/presentations; participate in calibrations to maintain consistent scoring and feedback standards.
Drive improvements in training throughput and conversion rates by preparing training needs analysis (TNA) and executing training plans; support real-time production/live support as required.
Minimum Requirements
Minimum 3 years of relevant work experience.
Graduation degree required.
Must be willing to work in a 24/7 rotational shift environment, including day and night shifts, with no fixed weekly off.
Strong knowledge of audit and coaching processes and proficiency in MS Office, especially Excel and PowerPoint.
Ideal Candidate Profile
Experienced in delivering performance improvement through audit, coaching, and feedback in a customer service or operations environment.
Skilled in data analysis, report preparation, and communication to influence positive customer experience outcomes.
Capable of handling pressure and adept at real-time floor support and cross-functional collaboration to identify and resolve operational issues efficiently.