Job Title: RTA - Representative, Real Time Management Job Description · Manage Real Time exceptions in a large call center environment · Provide communication to and from Operations and other support departments for escalation of service-impacting issues · Oversee call flow, real time, through workforce management tool(i.e. EIX). · Monitor intra-day call and work volume as compared to forecast. · Completes real time activities related to staffing –Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required · Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process) · Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…) · Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems · Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data · Investigation of any deviations and enter exceptions in real time · Acompanhar a operação tempo real · Sinalizar o time de operações sobre desvios de pausas e aderência · Gerar e informar comparativo de volumetria e TMA para cada célula da operçaão. · Monitore o volume de chamadas e trabalho intradiário em comparação com a previsão. · Realizar ajustes e lançamento de pausas na ferramenta IEX de acordo com a disponibilidade · Garantir que o nível de serviço planejado seja entregue em DO sinalizando os princiapais desvios operacionais . Sinalizar ausência de operadores em tempo real - Realizar ajustes de skills no CMS/AVAYA Location: BRA Londrina - Avenida Luigi Amorese, no 6.485, Gleba Cambe Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**