Representative, Real Time Management

Job Title:

Job Description

Responsibilities:

· Intraday real time monitoring of service levels for all queues for the site throughout the operating window (24/7/365)
· Real time monitoring of associates performance from all teams at all sites
· Managing Real Time updates on Service Levels, Contact data and other KPIs
· Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
· Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
· Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
· Support changes within routing profiles to move associates as needed
· Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
· Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
· Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
· Review and process VTO/PTO/OT/Non-Prod time requests in real-time
· Provide assistance to the other WFM teams as needed.

Candidate profile:

· MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
 
· Graduate with 2+ years contact center experience and Good Communication Skill
 
· MS Office – PowerPoint, Word, Access, Outlook, etc.
 
· Workforce Experience (RTA or greater)
 
· Basic knowledge of the call center industry.
 
· Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
 
· Knowledge of ACD and Call Center Workforce applications - preferred.
 
· Strong oral and written communication skills.
 
· Proficient in Microsoft Office.
 
· Ability to multi-task, prioritize, and meet timelines of deliverables.
 
· Self-starter, sense of urgency, and works well under pressure.
 
· High attention to detail, sense of professionalism and ability to develop relationships

· Willingness to work fully on site Monday-Sunday 9am-9pm on rotation

·Fluency in both English and Bulgarian

Location:

Language Requirements:

Time Type:

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