Real Time Operations Specialist
hace 2 meses
**Job Summary**:
We are seeking a highly skilled Real Time Analyst to join our team at Css Corp. As a key member of our operations team, you will be responsible for providing critical support to our program leaders by monitoring agent adherence to published schedules.
**Key Responsibilities:**
- Monitor and manage intraday activity, including Real-Time Adherence (RTA), queue activity, and agent utilization to achieve interval service level goals.
- Act as a point of contact for assessing and responding to escalated issues within established turnaround times.
- Administer volume contingency action plans as deemed necessary and appropriate for same-day events.
- Deliver intraday and ad-hoc reporting related to the performance of each site.
**Requirements:**
- WFM basic knowledge (SL, occupancy, AHT, shrinkage calculations)
- Reporting/ MS Excel intermediate knowledge (create pivot tables, create formulas, Vlookup, If, Index/match, sumproduct)
- WFM system tool knowledge (Aspect, CMS Avaya, Salesforce, IEX, Varant)
- Minimum 1 + years of experience in a centralized call center environment with demonstrated exposure to real-time service level management.
**Nice to Have:**
- Power BI knowledge
- Salesforce, Avaya, Aspect E, WFM knowledge
**About Css Corp:**
Css Corp is a leading provider of business process outsourcing solutions. We are committed to delivering exceptional service to our clients and are seeking talented individuals to join our team.
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