RTA Specialist

Everise; États-Unis; À distance; USD 55 000 - 85 000; Plein temps

Résumé du poste

Everise is seeking a Specialist - RTA to support multiple functions and drive accuracy in contact center tasks across our US operations. You will add and remove users, update skills, and monitor real-time performance with a focus on timeliness and data integrity.

You will collaborate with operations and IT to resolve scheduling and staffing issues, generate routine reports, and ensure adherence to policies while maintaining high service levels in a fast-paced environment.

Qualifications

• 2 years of workforce experience in real-time management.
• Experience adding and removing people from systems.
• Strong verbal and written communications skills.
• Flexibility 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 of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software.
• Strong organizational skills and the ability to prioritize workload in a fast-paced environment.

Responsabilités

• 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
• Reporting as required by internal leadership (i.e., performance reporting, attendance, and adherence reporting, documentation of outages and staffing impacts)
• 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.

Connaissances

Workforce management

Verbal communication

Written communication

Analytical skills

Attention to detail

MS Office

Time management

Multitasking

Outils

Genesys/Avaya telephony

Aspect/Verint WFM

MS Office Suite

Description du poste

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.