Senior Workforce Management Representative, Real Time Operations

hace 4 semanas


San José, San José, Costa Rica Webhelp A tiempo completo

**Workforce Management Role**

**Location**

Job Title:
Sr. Rep, Real Time Management

**Job Description**:

Sr. Representative, Real Time Management works directly with the Operations team and the client to ensure consistent staffing levels on a real-time basis and meet business needs.

**Key Responsibilities:**

  • Distribute accurate and timely agent schedules.
  • Input Intraday corrections and exceptions into systems for agent time off and absences.
  • Monitor inbound volume for unusual activity to ensure staffing needs are met.
  • Recognize scheduling issues and escalate as necessary.
  • Initiate and coordinate trouble tickets and escalate issues as required.
  • Review agent availability to ensure that client service agreements are met.
  • Engage agents via Quick Connect to check for call drivers and if help is required to maintain AHT on target hourly basis.
  • Escalate to team leads and Operation managers if people are not adhering to queue guidelines.
  • Help coordinate with training the CE completions and site engagement activities.
  • Send daily updates for AHT, login/logout reports, Service Levels per hourly intervals.
  • Adapt their schedule to cover operation based on planned schedules with other similar peers.
  • Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) related to Service Levels and AHT.
  • Send daily and weekly updates for schedule adherence based on breaks, lunch, and any other staffed time vs planned.
  • Stay current on internal work processes, policies, and procedures.
  • Promote the Concentrix values through both behavior and attitude.

**Requirements:**

  • Multitasking and ability to follow up on different requests.
  • Analytical thinking.
  • Good comprehension of call centers operations, metrics, and general procedures.
  • Excellent communication skills (oral and written) and interpersonal skills.
  • Demonstrated ability to comprehend, analyze, and interpret information.
  • Ability to make independent, sound decisions on business and systems impact.
  • Ability to deal with last-minute changes, solve problems, and unexpected challenges will be necessary.
  • Work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Strong communication skills, both written and verbal.
  • English proficiency (B2+).
  • Effective communication skills, both written and verbal.

**Location:**

CRI San Jose - US Embassy

Language Requirements:

Time Type:

Full time

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