Associate, Real Time Management

Job Title:

Job Description

• →Manage Real Time exceptions in a large call center/ BO 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 are accurate and are scanned for issues, abnormalities, 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).
• →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.
• →Facilitate the transfer of information of help desk 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.
• →Work with training and operations to coordinate multi-skill training for existing agents.
• →Communicate with new hires on schedule process, as needed.
• →Maximize efficiency and occupancy while meeting service objectives.
• →Recognizes and recommends operational and support improvements

• Good analytical, numerical and problem solving skills. WFM-RTA experience - preferred. 
• Must possess effective organizational and time management skills with the ability to multi task 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.