Real Time Coordinator
Core
Monitor customer levels and optimize the customer journey through accurate resource planning and intra-day management in a contact center environment.
Role type
Operations Coordinator (Workforce Management)
Builds
Daily schedules and operational plans to match supply and demand drivers
Domain
Contact center operations / Sustainable mobility
Required skills
Resource planning, shrinkage management, schedule management, operational decision making, stakeholder communication, Microsoft Excel proficiency, risk identification
Preferred skills
Experience in a contact center or resource planning environment, ability to work across multiple tasks
Technologies
WFM tools, Microsoft Excel
Responsibilities
Manage schedules and daily results to deliver agreed targets; optimize performance through shrinkage management and agent skill alignment; lead operational decision making with performance insight; produce short, medium and long term plans for Operations; own intra-day scheduling and shrinkage management process; identify risks of delivering the operational plan and escalate to stakeholders.
Seniority
Individual Contributor
