Sr Associate - RTA
Sr Associate - RTA
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Sr. Associates 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: At least one year 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 application 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 limiting 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
