Associate, Real Time Management

Job Title:

Associate, Real Time Management

Job Description

The Real Time Associate to coordinate with client and operations to ensure proper staffing, compliance with adherence and conformance to schedule, and assisting with day to day schedule and agent movements.

Job Description

Responsibilities

• 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

Candidate Profile

• 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.

Your Benefits:

• A place where you can oversee your own work
• A place where your ideas will be heard
• Competitive salary
• Career development
• Good working environment

Location:

JAM Kingston - 30 Hope Road, Situated in Parish of Saint Andrew

Language Requirements:

Time Type:

Full time