Sr. Representative, Real Time Management

Locație

Managua, Nicaragua

Job Title:

Sr. Representative, Real Time Management

Job Description

Manage workforce operations in real time by tracking key metrics, adjusting schedules, and resolving challenges to maintain service levels. Provide reports, share insights, and collaborate with teams to ensure the right people are in the right place at the right time for efficient operations.

Essential Functions/Core Responsibilities:

Create and distribute agent schedules in a timely manner.

Input intraday corrections and exceptions for agent time off and absences into systems.

Monitor inbound volume for unusual activity to ensure staffing needs are met.

Identify abnormal scheduling issues and escalate when necessary.

Initiate and coordinate trouble tickets, escalating issues as required.

Prepare standard and ad hoc reports on agent availability and effectiveness.

Resolve agent availability concerns through direct communication or messaging.

Location:

NIC Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso.

Language Requirements:

English (Required)

Time Type:

Full time2024-12-03

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Aplică acum