Associate, Real Time Management [Philippines]

 

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Job Title:

Associate, Real Time Management

Job Description

Essential Responsibilities:

• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
• Work closely with client to address schedule changes/concerns.
• Analyse staffing at the postmortem and intraday level to drive decision making.
• Work closely with other WFM teams to drive delivery results
• Monitor Realtime adherence using tools available, IEX, CMS, Verint, Aspect RTA etc.
• Update schedules as needed, Adjust Breaks/Lunches for better performance.
• Participate in relevant meetings.
• Provide input to stakeholders and drive labor management
• Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
• Handle CNX Internal Customers.

Desired Skills

• Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred.
• High proficiency in Microsoft Excel Preferred.
• Must possess effective organizational and time management skills with the ability to multitask proficiently.
• Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Location:

PHL Work-at-Home

Language Requirements:

Time Type:

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