Real Time Operations Coordinator
hace 1 día
Experian, the world's leading global information services company, unlocks data to create more opportunities. With a strong commitment to diversity and inclusion, we foster a thriving team where people love their work.
We value the uniqueness of every individual and encourage you to bring your authentic self to work. Our goal is to create a better tomorrow together.
The position involves real-time monitoring of queues, skill sets, and trends. You will identify intra-day trends and maintain special emphasis on possible downtime and telephony issues.
You will conduct real-time monitoring of agents through adherence view, ensuring schedule adherence and notifying support personnel to resolve issues. Your responsibilities also include handling daily exception management of our Calabrio system.
During low call volume, you will allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered. You are responsible for tracking attrition, absenteeism, and unproductive hours in real time.
The ideal candidate has experience with WFM software (Calabrio/Cisco) that includes real-time adherence. Strong Excel skills and ability to organize/analyze data in a structured manner are required.
Schedule flexibility, including weekends and holidays, is essential. High School Diploma or GED is required. Experian offers an inclusive and diverse work environment, and we believe diversity, equity, and inclusion are essential to our purpose.
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