RTA Specialist

Everise Philippines Ltd.; Molino; On-site; PHP 446,000 - 692,000; Full time

Benefits offered by this job

Work-from-home program

Equal opportunity employer

Job summary

Everise Philippines Ltd. is seeking a Specialist - RTA to support multiple functions and drive accuracy in contact center tasks.

The role requires meticulous attention to detail and the ability to process requests quickly and accurately across several stakeholders. You will manage real-time workforce activities, update systems, and provide timely operational reporting while ensuring adherence to company policies.

Qualifications

• 2 years of workforce experience in real-time management.
• Experience adding and removing people from systems preferred.
• Must have solid verbal and written communications skills.
• Must have flexibility to work during any hours of operation.
• High degree of accuracy and timeliness in reporting required.
• Proficient in MS Office Suite (Excel, Outlook).
• Strong quantitative and analytical skills.
• Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software.

Responsibilities

• Add and remove users to the telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale skill changes.
• Support callout line by taking calls and checking voice mails for updates and updating WFM systems.
• Receive 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 may be required).
• Responding to requests, executing requests, documenting completion, and communicating updates timely.
• Completing requests and updates with a high degree of accuracy.
• Conduct regular reporting intraday showing queue level performance across multiple locations.
• Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
• 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 are communicated to the proper company Management immediately.
• Other duties as assigned by management.

Skills

Real-time management

MS Office

Excel

Verbal communication

Written communication

Multi-tasking

Analytical skills

Attention to detail

Flexibility to work any hours

Genesys/Avaya telephony

Aspect/Verint WFM

Tools

Genesys/Avaya telephony

Aspect/Verint WFM

Job description

Company Overview

Join 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 of accuracy in a timely manner. This person will possess the ability to support multiple LOBs with requests coming in from multiple stakeholders.

Job Responsibilities

• Add and remove users to the telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale skill changes.
• Support callout line by taking calls and checking voice mails for updates and updating WFM systems.
• Receive 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 may be required).
• Responding to requests, executing requests, documenting completion, and communicating updates timely.
• Completing requests and updates with a high degree of accuracy.
• Conduct regular reporting intraday showing queue level performance across multiple locations.
• Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
• 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 are communicated to the proper company Management immediately.
• Other duties as assigned by management.

Qualifications

• 2 years of workforce experience in real-time management a must
• Experience adding and removing people from systems preferred
• Must have solid verbal and written communications skills
• Must have flexibility to work during any hours of operation
• High degree of accuracy and timeliness in reporting required
• Proficient in MS Office Suite (Excel, Outlook)
• Strong quantitative and analytical skills
• Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software
• Strong 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 environment

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.