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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance • Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes • Generate PTO allocation daily, weekly, and monthly • Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA • Produce daily, biweekly, and monthly internal reports • Use trends and reports to forecast requirements (schedule and headcount) • Assist with projects and other duties as requested or assigned by his/her manager/director

🎯 Requirements

• Demonstrate sound work ethics • Must have mid to advanced level Microsoft Excel / Google sheet skills – Including advanced formulas, also Word and Email • Proficiency of VBA Macros is a plus • Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus • Ability to create reports in Excel and forecast results • Attention to detail and high level of accuracy • Ability to multi-task, focus and complete reports for extended periods of time • Previous call center experience REQUIRED • Previous Workforce Management experience is considered an asset

🏖️ Benefits

• Work from Home • Convenience of working from home with benefits of an established organization • Exceptional team and tremendous opportunities for growth