Associate , Real time Management

28 سبتمبر، 2022

0 6 دقيقة واحدة

الوصف الوظيفي

Job Title:

Associate , Real time Management

Job Description

Job Description:

Are you an analytical puzzle-solver with sensitivity and tact? Are you a natural for having a keen eye for details and accuracy? The Call Real Time Analyst (RTA) is a key member of the WFM team, who will be responsible to ensure customer and business expectations are met. Responsibilities of the RTA will also include monitoring the customer service rep calls and service levels.

Manage Real Time exceptions in a large call center/ BO environment
Reports Attendance and Shrinkage figures.
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 are accurate and are scanned for issues, abnormalities, and reports perceived concerns to the Team.
Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)
May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)
Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
Maximize efficiency and occupancy while meeting service objectives
Recognizes and recommends operational and support improvements