IJP: Real-Time Performance Analyst Team Lead

About Us

HelloConnect
HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh
HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

• Real-time Performance Management and Communication: Steer and skill Customer Service Agents (CSA) based on real-time trends to meet daily performance targets, including service levels, abandoned rate, average handling time, average speed of answer, and queue accessibility. Achieve performance consistency in alignment with business requirements and goals. Promptly communicate any intraday challenges that may affect service level agreements to Operations leadership, facilitating timely corrective actions.
• Intraday Metrics Analysis: Continuously analyze intraday metrics, including volume, productivity, and KPIs, to optimize staffing levels and ensure adherence to service level agreements. Identify trends as they develop and provide recommendations to business units regarding the impact on resources and KPIs.
• Schedule Management and Optimization: Manage staff daily schedules, schedule swaps, and, during low call volume, collaborate with supervisors and coordinators to adjust staffing or allocate resources to alternative tasks. Optimize breaks and modify schedules and call/skill routing based on real-time performance data and volume fluctuations. Monitor advisors schedule adherence and conformance to schedule.
• Performance Reporting: Generate and distribute real-time performance reports, encompassing auxiliary activities, hold times, after-call work, and post-mortem analyses to Operations leadership according to the established reporting schedule.
• Skill and Profile Audits: Conduct periodic skill audits to ensure all staff are accurately skilled and help ensure accuracy of user profiles in workforce management tools by reporting inaccuracies.
• Information Utilization: Convert management-provided information on internal and external issues into real-time resource adjustments and actions. Adjust resource allocation and take action in real time based on management information about internal and external issues..
• Production Activity Coordination: Monitor all production and non-production activities during operating hours, ensuring efficiency and effectiveness while maintaining productivity and service level goals. Oversee and direct all activities outside of production, ensuring they are completed efficiently and effectively while upholding productivity targets and service level agreements.
• Workflow Documentation: Document and track workforce management workflow processes for accurate process management. Develop and implement comprehensive workforce management workflow processes, including detailed documentation and tracking mechanisms. This will ensure accurate process management and optimization, leading to improved efficiency and productivity within the workforce.
• Incident Escalation and Issue Mitigation: Promptly report technical issues and assist operations in basic trouble-shooting. Act proactively to reduce the impact of system outages, technical issues, or unexpected staffing issues
• Process Improvement and Project Management: Identify areas for process improvement and collaborate with leadership to effectively execute real-time projects and initiatives by providing strategic support, actionable insights, and data-driven recommendations. Additionally, work closely with cross-functional teams to identify opportunities, anticipate challenges, and develop innovative solutions that drive results and align with organizational goals.
• Coach and Mentor: Guide new team members in their day-to-day tasks, offering constructive feedback and support to improve their analytical skills, problem-solving abilities, and overall performance.
• Performance Management: This role is responsible for providing constructive feedback on team members' performance based on the company's evaluation framework. It may also include identifying areas for improvement, recognizing achievements, and suggesting development opportunities.
• People and Organization: This role is not only responsible for monitoring and managing the productivity of the team of RTPAs and Senior RTPAs, but also ensuring that team members are adhering to company policies and are aligned to the organization's DNA and uphold its core values.
• Scheduling and Operations Coverage: The role necessitates aligning the schedules of the RTPA team with the fluctuating demands and business requirements of the market, specific brand, and relevant stakeholders. This involves active and ongoing management of the team's timetable to ensure it is responsive to changes in business priorities, market trends, and stakeholder needs.
• Natural Backup: In the absence of RTA or Senior RTA, Team Lead acts as the back up and must support and monitor queues if needed.