Real Time Coordinator

3 days ago

Eastwood Quezon City PH Intelassist Full time ₱600,000 - ₱960,000 per year

Employment Type: Full-Time Employment

Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.

Work Schedule: Night Shift (Following U.S. Eastern Time Zone - 6x a week)

Location: Eastwood, Libis, Quezon City

Salary Package: 50,000 PHP to 80,000 PHP/Monthly

Position Overview:

The Real Time Coordinator (RTC) in Workforce Management is responsible for real-time monitoring, managing, and communication of intraday contact center performance in support of organizational goals. This role ensures effective and efficient utilization of resources based on the understanding of key performance drivers.

Responsibilities:

  • Monitor real-time performance of call volume, staffing levels, and agent adherence to ensure maximum performance is maintained
  • Monitor live agent productivity and notify leadership when out of adherence
  • Maintain schedule exeptions, including attendance, paid time off, and other off-phone activities, in a timely and accurate manner
  • Provide intraday, daily, and weekly performance reporting to leadership
  • Review and process voluntary time off/overtime (VTO/OT) requests in real-time as necessary

Competencies:

  • Communications / Writing
  • Customer Focus / Problem resolution
  • Results Orientation / Sense of Urgency
  • Change Mastery
  • Integrity/Values
  • Problem Solving and Decision Making

Job Requirements:

  • High school diploma/GED required; Bachelor's/ Associates degree preferred
  • At least 5+ years of work experience as a Real Time Coordinator/Analyst
  • Knowledgeable in WFM tools
  • Prior experience with NICE is required.
  • Experience in Forecasting is a plus.
  • Strong organizational, planning, critical thinking and time management skills
  • Ability to work and respond with minimal direction and supervision
  • Strong written and verbal communication skills
  • Ability to handle multiple priorities in a fast-paced work environment
  • Strong ability to build and demonstrate rapport with all stakeholders
  • Entry level skills in MS Office (Excel, Word, Outlook)
  • Ability to work flexible hours, including nights, weekends and holidays

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

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