RTA Specialist

Everise; Bacoor; On-site; PHP 180,000 - 360,000; Full time

Job summary

Everise is hiring for a Specialist - RTA to support real-time operations across multiple locations. The role requires attention to detail, ability to process requests quickly, and strong communication skills.

You will help manage telephony and WFM systems, coordinate scheduling, and produce regular performance reports. Candidates should have at least two years in real-time workforce management, experience with major telephony and WFM tools, and be capable of working flexible hours in a

Qualifications

• 2 years of workforce experience in real-time management is a must.
• Experience adding/removing people from systems is preferred.
• Strong verbal and written communication skills.
• Flexible to work during any hours of operation.
• High degree of accuracy and timeliness in reporting.
• Proficient in MS Office Suite (Excel, Outlook).
• Strong quantitative and analytical skills.
• Experience with Genesys/Avaya telephony and Aspect/Verint WFM software.

Responsibilities

• Add and remove users to telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale shifts.
• Support callout line by taking calls and updating WFM systems.
• Receive requests from operations regarding scheduling and events.
• Create internal performance and attendance reports intraday.
• Respond to requests and communicate updates in a timely manner.
• Complete requests with a high degree of accuracy.
• Conduct intraday reporting showing queue level performance across locations.
• Facilitate schedule alterations and provide approvals based on business needs.
• Ensure compliance with Security, HR and Operations policies.

Job description

Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!The Specialist - RTA role will be helping support multiple functions to help drive accuracy in contact center tasks.This role will require someone with strong attention to detail and is able to process requests with a high degree ofaccuracy in a timely manner. This person will possess the ability to support multiple LOBs with requests coming infrom multiple stakeholdersJob Responsibilities:Add and remove users to the telephony, WFM and other client systems.Update skill changes on individuals and large-scale skill changesSupport callout line by taking calls and checking voice mails for updates and updating WFM systemsReceive requests from operations regarding coding agents in real-time and future events like PTO, meetings,leaving early, arriving late, temporary schedule changes, coding exceptions for training, etc.Reporting as required by internal leadership (i.e., performance reporting, attendance, and adherence reporting,documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that maybe required)Responding to requests, executing requests, documenting completion, and communicating updates timelyCompleting requests and updates with a high degree of accuracyConduct regular reporting intraday showing queue level performance across multiple locationsFacilitate taking operational requests for schedule alterations and providing approval based on businessneeds.Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR,Operations, etc., and any known infractions of any of these corporate policies and procedures arecommunicated to the proper company Management immediatelyOther duties as assigned by managementQualifications2 years of workforce experience in real-time management a mustExperience adding and removing people from systems preferredMust have solid verbal and written communications skillsMust have flexibility to work during any hours of operationHigh degree of accuracy and timeliness in reporting requiredProficient in MS Office Suite (Excel, Outlook)Strong quantitative and analytical skillsExperience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM softwareStrong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environmentIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.