Associate, Real Time (Orlando)-1

Careers

Associate, Real Time (Orlando)-1

SPECIFIC 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 Human Resources, Recruiting, and Training to coordinate the ID creation of new employee resources
· Work with training and operations to coordinate multi-skill training for existing agents
· Help facilitate the ID Request process for System Access for all new hire, transfer, promoted and terminated employees, as needed
· Communicate with new hires on schedule process, as needed
· Maximize efficiency and occupancy while meeting service objectives
· Recognizes and recommends operational and support improvements
**All other duties as assigned**