Lead - RTA
Lead - RTA
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Leads in this role get to:
- Be the expert: Monitor queues in realtime to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
- Monitor service level performance at interval level against planned AHT Aux & Shrinkage and correlate with nonadherence at Consultant level Extend support:
- Make realtime call outs on performance and staffing level to floor supervisors for appropriate action on nonadhering consultants .
- Coordinate offline activities.
- Prepare EOD performance analysis reports Strengthen relationships:
- Follow up and ensures callouts on nonadherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
- Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs
Qualifications :
Our most successful candidates will have the following:
- At least oneyear work experience in a Call Center
- Basic knowledge of MSExcel
- Basic understanding of call center KPIs: AHT Service Level
- Good verbal and written communication skills
- Knowledge of Call Center applications such as CMS Avaya Supervisor/ eWFM /IEX is good to have but not required
- High School Diploma/GED (11 years)
- Flexibility to work in a 24/7 environment including but not limited to GY shifts weekends holidays and overtime as necessary
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
