Job Description
We're hiring.
The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.
The Responsibilities:
Supervises 20 Real Time Analysts Globally
Perform one-on-one coaching with the RTAs
Train and Orient new RTAs
Analyze intra-day staffing reports and recommend changes to staffing in order to meet service level client expectations and requirements
Make objective recommendations on incident management
Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates
Knowledge, Skill Set & Qualifications Required (...
The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.
The Responsibilities:
Supervises 20 Real Time Analysts Globally
Perform one-on-one coaching with the RTAs
Train and Orient new RTAs
Analyze intra-day staffing reports and recommend changes to staffing in order to meet service level client expectations and requirements
Make objective recommendations on incident management
Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates
Knowledge, Skill Set & Qualifications Required (...
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