Job Title:

Sr Representative RTA | MX

Job Description

The purpose of the position is to handle centralized tasks of schedule adherence, attendance, and real time productivity. Ensuring that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy). Secondly the accurate realization of agent schedules, in such a way of a specific project-targets (KPI’s) are met within the set policy.

Key task & result areas:

Intraday periodical monitoring of forecasted planning parameters and applying corrective actions if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized as much as possible / close as possible to the target. Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters.Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these corrective actions to Operational Management. Intraday reforecast of planning parameters Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedulesRecord relevant events and incidents.Review schedule for schedule transfer and determine daily and weekly strategy for intraday management. Performs all other duties as assigned.

Social interaction:

The WFM RTA performs various activities in close consultation and collaboration with WFM Planner, WFM Business Partner. Outside the WFM department the WFM RTA collaborate with and has frequent contact with operational management (operational and general manager) regarding performance and daily and weekly performance strategies.

Additions:

N/A

Job Requirements

Education requirement

Required

Intermediate vocational education (High School Diploma or GED) unless regionally different

Minimum skills to hire:

Minimum

Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)

Advanced proficiency of mathematical and analytical skills

Advanced proficiency of communication skills

Strong collaboration skills

Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel, and Outlook) and Windows/Mac OS X

Ability to focus on performance and results, and to act accordingly

Knowledge of general contact center processes

Problem signaling and solving skills

Knowledge of and/or experience with WFM systems, preferably NICE IEX

Knowledge of the COPC methodology

Knowledge of the Lean Six Sigma methodology

Result-oriented collaboration

Proactivity

Key values:

KnowledgeOwnershipResponsibilityDecisionAction

Be an expert – power of knowledge.

Take ownership of (WFM) processes

Take responsibility of performance and quality

Make decisions (to improve) – use your knowledge.

Act (instead of report and expect someone else to act)

Success factors:

CommunicationAnalytical abilitiesPower of persuasionBuilding trustInitiativeTeam playerResult oriented.Customer oriented and self-assured communication and way of workingPunctual and accurate work methodsInitiativeAbility to organize and coordinate tasks/work

Location:

MEX Mexico City Downtown Insurgentes

Language Requirements:

English

Time Type:

Full time

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