Job Title:

Representative, Real Time Management

Job Description

Need for real-time processes (coverage requirement requested by the client).

Core Responsibilities

Distributes accurate and timely agent schedules

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 center

 

Candidate Profile 

Proficient in Microsoft Excel

Six months of experience in WFM in call center industry at least

Ability to multi-task and meet timelines on deliverables

English: Advanced/B2

Detail oriented

Open to work any schedule (Weekends, holidays, etc.)

Career Path Policies:

 

The game-changers must have the approval of his or her immediate supervisor to apply for the call.

 

•Required tenure: 6 months.

 

•Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).

 

•Must not have active disciplinary actions.

 

•The game-changer may participate in only one process at a time.

 

•Comply with the learning paths of the Corporate University.

 

•Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.

 

•If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.

 

•The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.

 

•Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.

Location:

PER Lima - Av Primavera 1013

Language Requirements:

English (Required)

Time Type:

Full time

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