Sr. Representative, Real Time Management

Job Title:

Sr. Representative, Real Time Management

Job Description

Essential Functions/Core Responsibilities :

Distributes accurate and timely agent schedules
Inputs intraday corrections and exceptions into systems for agent time off and absences
Monitors inbound volume for unusual activity to ensure staffing needs are met
Recognize abnormal scheduling issues and escalate as necessary
Initiates and coordinates trouble tickets and escalate issues as required
Prepares standard and ad hoc reports for agent availability effectiveness
Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center

Essential Functions/Core Responsibilities :

 

The Sr. Representative, Real time management is the responsible for:

Managing the intraday performance

Monitoring call volume

Making real time adjustments based on requirements

Sending intraday reports, alerts to the operation for agents out of adherence

Plotting events in the clients tool

 

Requirements:

Open to schedules between  05:00 to 22:00

English level B2

Analytical skills

Problem solving abilities

At least 1 year of previous experience in data analysis (Not mandatory)

Degree or studying in administration or computer science 

Location:

El Salvador- San Salvador

Language Requirements:

English

Time Type:

Full time

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