RTA - Bilingual

Job Title:

RTA - Bilingual

Job Description

Manage Real Time exceptions in a large call center environment
· Provide communication to and from Operations and other support departments for escalation of service-impacting issues
· Oversee call flow, real time, through workforce management tool(i.e. EIX).
· Monitor intra-day call and work volume as compared to forecast.
· Completes real time activities related to staffing –Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
· Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
· Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)
· Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
· Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
· Investigation of any deviations and enter exceptions in real time

 Manage Real Time exceptions in a large call center environment

·       Provide communication to and from Operations and other support departments for escalation of service-impacting issues

·       Oversee call flow, real time, through workforce management tool(i.e. EIX).

·       Monitor intra-day call and work volume as compared to forecast.

·       Completes real time activities related to staffing –Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required

·       Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)

·       Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)

·       Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems

·       Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data

·        Investigation of any deviations and enter exceptions in real time

Location:

BRA Ponta Grossa - Rua Sete de Setembro 888, Centro

Language Requirements:

English (Required)

Time Type:

Full time

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