Job Title:

Associate, Real Time Management

Job Description

Essential Responsibilities:

Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.Work closely with client to address schedule changes/concerns.Analyse staffing at the postmortem and intraday level to drive decision making.Work closely with other WFM teams to drive delivery resultsMonitor Realtime adherence using tools available, IEX, CMS, Verint, Aspect RTA etc.Update schedules as needed, Adjust Breaks/Lunches for better performance.Participate in relevant meetings.Provide input to stakeholders and drive labor management Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.Handle CNX Internal Customers.

Desired Skills 

Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred. High proficiency in Microsoft Excel Preferred.Must possess effective organizational and time management skills with the ability to multitask proficiently. Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.Strong team building and leadership skills, including strong logical thought processes.Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Location:

PHL Work-at-Home

Language Requirements:

Time Type:

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