Real Time Administrator

5 days ago

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Vaco

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Consulting • Finance & Accounting • Technology • Operations • Supply Chain & Logistics

1001 - 5000

Description

•The Real Time Administrator plays a crucial role in managing real-time data from the call center, ensuring effective communication between clients and internal teams, and supports the delivery of timely insights and solutions to enhance business operations. •Executes workforce management forecasting alongside the leadership team while ensuring agents adhere to their schedules and breaks. •Reforecasts interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and reports on actual vs. forecasted volumes (phone, web, e-mail, chat). •Proactively monitors calling behaviors, efficiency, and availability of agents and reports deficiencies to Operations Team in real-time. •Analyzes and administers schedule optimizations for the call center, including time off and overtime requests and approves and administers real time exceptions. •Collaborates with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services. •Supports initiatives and call center management with simulations and modeling and proper escalation procedures.

Requirements

•Education and experience commensurate with an Associate’s Degree required, focus in Statistics or Mathematics preferred. •At least 2 years’ experience in forecasting, monitoring, and analysis of customer contacts in a call center, real time environment required. •Knowledge of call center technology (e.g. ACD, IVR/IVA, Network Features), reporting automation applications, Outbound Dialer Systems and reporting suites (centralized, multi-media, multi-site), and call center metrics required. •Understanding of VoIP networks, CTI/CRM, Network Call Routing tools and techniques required. •Experience with Nice CXOne platform preferred. •Healthcare industry experience preferred.