Associate- Real Time Management
Core
Real-time monitoring and management of call center staffing, service levels, and operational performance to meet client goals.
Role type
Associate Real Time Management (RTA)
Builds
Operational stability and adherence to service level agreements for inbound/outbound call centers
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce Management (WFM) tools, ACD platforms, real-time data analysis, queue management, forecasting, reporting
Preferred skills
Financial impact analysis, multi-skill routing concepts, agent skilling strategies
Technologies
Aspect/IEX WFM, InContact, Oracle ACD, MS Office
Responsibilities
Track staffing required vs committed vs delivered, monitor contractual delivery attainment, manage call volume and labor resources, release real-time adherence reports, analyze statistical information for call allocation goals, review time-off requests, monitor service levels 24/7/365
Seniority
Associate, hands-on IC