Job Title:

Sr. Representative, Real Time Management

Job Description

Job Description Summary
PREFERED QUALIFICATIONS
An advanced user of Excel.

The Real Time Rep will assist in publishing daily, weekly, and monthly reports on center performance, shrinkage and other metrics pertinent in understanding capacity needs and possible gaps in coverage.
This role will manage our people in day to ensure that we are driving productivity and line adherence in order to ensure maximum revenue generated and line adherence achieve against the client demand
Analyze work volume variances to the forecast and adjust staffing levels accordingly.
Plan and schedule coaching sessions, meetings, training and any special events based on business requirements.
Monitors call routing and call flow real time.
Analyze real time impacts related to staffing.
Assess and approve all real-time offline activities such as training, meetings, coaching, etc.
Identifies course of action or makes recommendations relating to staffing deviations, extended hours, overtime, schedule adjustments, and skill changes and leveraging.
Monitors intra-day call and work volume as compared to forecast.
Monitors real time activities related to staffing and ensure all non-scheduled activities are tracked and trended on a continuous basis.
Monitors and reporting of adherence to schedules / compliance, staffing amendments, shrinkage numbers, over/under updates, and escalates to Operational Managers for investigation

The Real Time Rep will assist in publishing daily, weekly, and monthly reports on center performance, shrinkage and other metrics pertinent in understanding capacity needs and possible gaps in coverage.
This role will manage our people in day to ensure that we are driving productivity and line adherence in order to ensure maximum revenue generated and line adherence achieve against the client demand
Analyze work volume variances to the forecast and adjust staffing levels accordingly.
Plan and schedule coaching sessions, meetings, training and any special events based on business requirements.
Monitors call routing and call flow real time.
Analyze real time impacts related to staffing.
Assess and approve all real-time offline activities such as training, meetings, coaching, etc.
Identifies course of action or makes recommendations relating to staffing deviations, extended hours, overtime, schedule adjustments, and skill changes and leveraging.
Monitors intra-day call and work volume as compared to forecast.
Monitors real time activities related to staffing and ensure all non-scheduled activities are tracked and trended on a continuous basis.
Monitors and reporting of adherence to schedules / compliance, staffing amendments, shrinkage numbers, over/under updates, and escalates to Operational Managers for investigation

Essential Functions/Core Responsibilities

• Distributes accurate and timely agent schedules using WFM now / Nice IEX

• Inputs intraday corrections and exceptions into systems for agent time off and absences

• Monitors inbound volume for unusual activity to ensure staffing needs are met

• Recognize abnormal scheduling issues and escalate as necessary

• Initiates and coordinates trouble tickets and escalate issues as required

• Prepares standard and ad hoc reports for agent availability effectiveness

• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command canter

Great Excel skillset

English C1/C2 both written and spoken

Location:

ALB Tirana - Rruga Dervish Hima, Stadiumi Air Albania

Language Requirements:

Time Type:

Full time

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