RTM Specialist - Work From Home

Job Description

The Specialist is required to adhere to the following :

• Executes plans and ensures effective implementation of schedules.
• Administers Call Center Agents’ scheduling.
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
• Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly and monthly reports.
• Communicate changes to scheduling to ensure suitable daily resource coverage.
• Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
• Manage non-productive time request process, ensuring activities are planned without any negative impacting
• Responsible for ensuring that operations are performing according to key call center performance metrics.
• Responsible for ensuring that optimum service levels are achieved on a daily, weekly and monthly basis in order to drive up service level consistency.
• Hourly Intervals Management
• Updating the Automated Intervals Sheet
• Hourly Flags (Detecting patterns of lack of production)
• Dialer Reports

Job Requirements

• 2 years in Data Analysis & Real-Time Management
• English level: B2-C1
• Bachelor's degree
• Microsoft Excel/Office Certification is a plus
• Familiar with Google Sheets
• Macros on both Excel and Google Sheets
• Must have a background in the Call Center Industry