Senior Representative Real Time Management
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Job Description
• Distributes accurate and timely agent schedules using WFM now / Nice IEX
• Inputs intraday corrections and exceptions into systems for agent time off and absences
• Monitors inbound volume for unusual activity to ensure staffing needs are met
• Recognize abnormal scheduling issues and escalate as necessary
• Initiates and coordinates trouble tickets and escalate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command canter
Employment Type
Full Time
