Job Title:
Associate, Real Time Management
Job Description
Essential Responsibilities:
- Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
- Work closely with client to address schedule changes/concerns.
- Analyse staffing at the postmortem and intraday level to drive decision making.
- Work closely with other WFM teams to drive delivery results
- Monitor Realtime adherence using tools available, IEX, CMS, Verint, Aspect RTA etc.
- Update schedules as needed, Adjust Breaks/Lunches for better performance.
- Participate in relevant meetings.
- Provide input to stakeholders and drive labor management
- Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
- Handle CNX Internal Customers.
Desired Skills
- Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred.
- High proficiency in Microsoft Excel Preferred.
- Must possess effective organizational and time management skills with the ability to multitask proficiently.
- Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
- Strong team building and leadership skills, including strong logical thought processes.
- Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
- Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Location:
PHL Work-at-Home
Language Requirements:
Time Type:
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