Sr. Representative, Real Time Management

Job Title:

Sr. Representative, Real Time Management

Job Description

Sr. Representative, Real Time Management

Job Description Summary
The Associate Real Time Management is responsible for analyzing contact center trends, including call volumes; call patterns, staff productivity, attrition rates, and resource allocation. This position monitors call volume of inbound call traffic while maintaining the organizations goals of cost control, labor utilization and service level. This position is instrumental in Tier one and Tier two problem escalations to ensure minimal downtime and rapid resolution is obtained.
Essential Functions/Core Responsibilities

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.

• Participates in Rapid Response calls to minimize system downtime, and regular updates to all levels of senior management of a global perspective.

• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.

• Documents all incidents using the service management suite and notifies impacted stakeholders.

• Manages call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization's and client goals and expectations.

• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

• Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.

• Recommends and implements queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.

• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.

• Recommends strategies to Operations to improve labor utilization and key performance indicators.

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with a minimum of two years of work experience. Relevant experience preferred.

• Basic knowledge of the call center industry.

• Basic understanding of the financial impact of all decisions made within the call center/Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).

• Knowledge of ACD and Call Center Workforce applications preferred.

• Strong communication skills, both written and verbal. Proficient in Microsoft Office.

• Ready to work in dynamic 24*7 environment handling international programs/clients.

• Ability to multi-task, prioritize, and meet timelines on deliverables.

• Self-starter, sense of urgency, and works well under pressure.

• Strong attention to detail and sense of professionalism and ability to develop business relationships.

Career Framework Role

Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.

Disclaimer

The above statements are to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Sr. Representative, Real Time Management

Job Description Summary

The Associate Real Time Management is responsible for analyzing contact center trends, including call volumes; call patterns, staff productivity, attrition rates, and resource allocation. This position monitors call volume of inbound call traffic while maintaining the organizations goals of cost control, labor utilization and service level. This position is instrumental in Tier one and Tier two problem escalations to ensure minimal downtime and rapid resolution is obtained.

Essential Functions/Core Responsibilities

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participates in Rapid Response calls to minimize system downtime, and regular updates to all levels of senior management of a global perspective.
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
• Documents all incidents using the service management suite and notifies impacted stakeholders.
• Manages call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization's and client goals and expectations.
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
• Recommends and implements queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
• Recommends strategies to Operations to improve labor utilization and key performance indicators.

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with a minimum of two years of work experience. Relevant experience preferred.
• Basic knowledge of the call center industry.
• Basic understanding of the financial impact of all decisions made within the call center/Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
• Knowledge of ACD and Call Center Workforce applications preferred.
• Strong communication skills, both written and verbal. Proficient in Microsoft Office.
• Ready to work in dynamic 24*7 environment handling international programs/clients.
• Ability to multi-task, prioritize, and meet timelines on deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Strong attention to detail and sense of professionalism and ability to develop business relationships.

Career Framework Role

Performs routine assignments in the entry level of the Professional Career Band.  Uses existing procedures to solve routine or standard problems.  Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts.  Develops competence by performing structured work assignments.  Receives instruction, guidance and direction from others.

Disclaimer   

The above statements are to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

PHL Cyberzone Cebu City - FCC Tower 3 & 4

Language Requirements:

Time Type:

Full time

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