Real-Time Service Delivery Manager

hace 2 días


San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

About Our Mission

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At Bill Gosling Outsourcing, our mission is to deliver exceptional service to our clients through the dedication and expertise of our people.

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Job Description

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The Workforce Management Real-Time Analyst is responsible for providing real-time feedback and historical reporting to Operational Management, Senior Leadership, and our clients on workforce management metrics.

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Key Responsibilities

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This role involves:

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  • Monitoring incoming call queues and dialer queues to identify trends and areas for improvement.">
  • Managing staff scheduling and break schedules to optimize productivity and efficiency.">
  • Providing real-time feedback to Operational Management and Senior Leadership on workforce management metrics.">
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Requirements

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To succeed in this role, you will need:

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  • Experience working in a call center environment.">
  • Strong analytical and problem-solving skills.">
  • Ability to work effectively in a fast-paced environment.">
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Benefits

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We offer a competitive salary and a dynamic work environment. You will have the opportunity to work with a talented team and contribute to the success of our clients.

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Reports to

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This role reports to the WFM Real-Time Analytics Manager.



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