Coordinatoor RTM
Posted on :
10-12-2024
Employer Active
1 Vacancy
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Job Description
- 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.
- Reconciles daily attendance with agents' schedule and time in/out reporting in coordination with the Team leader.
- Create and deliver daily, weekly and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage.
- Maintain a running report of attendance records.
- Schedule measures for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
- Ability to facilitate daily operations updates.
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs - Perform any additional related tasks.
Employment Type
Full-time
Company Industry
Department / Functional Area
Key Skills
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