Job Title:
Sr. Representative, Real Time Management
Job Description
Sr. Representative RTA is responsible for planning, coordinating and analyzing interaction volume data in order to meet internal and external service level objectives. If you have experience and are looking for a unique opportunity to showcase your capabilities and potential, we need to talk!
- Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
- Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
- Required to follow the planned data collection, including the types of data and time of data to be captured.
- Implement reporting changes within the scope of assigned responsibilities for both internal and external clients.
- Delivery of all designated reporting activities as detailed in Service Menu to agreed timelines and quality both internally and externally.
- Automate reports to reduce inefficiencies by designing macros.
Qualifications Skills/ Environment:
- English 80% level or above
- Excellent knowledge of Microsoft Office Suite
- Excellent customer service skills
- Above average numerical and analytical ability.
- Average communication skills.
- Self-starter and independent.
Location:
Honduras - San Pedro Sula
Language Requirements:
Time Type:
Full time
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