Real Time Administrator- Remote - Bogota, Colombia - TransUnion

TransUnion

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

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What We'll Bring:

The Real Time Administrator (RTA) will be a part of the team supporting our Consumer Service Centers and is responsible for providing direct Real Time support through monitoring and managing incoming call traffic, break schedules and all issues that may impact service levels (SL's) and take the appropriate steps to resolve or reduce these impacts, on an hourly, daily, and weekly basis.

What You'll Bring:

Flexibility with individual schedule based on business needs (
Rotational monthly schedules ).
Highest level of formal schooling for the specific region (High school diploma).
Minimum 3 years Real Time Administrator experience in a contact center environment.
Excellent English and Spanish verbal, written and interpersonal communication skills.
Experience working with AWS (nonnegotiable).
Experience in WFM tools, preferably Monet
Excellent analytical and decisive skills.
A selfstarter with strong initiative, with the ability to demonstrate a readiness to make decisions, take initiative and originate action.
Collaborates well with others in teamoriented environment.
Proactively works to improve knowledge and adherence to company processes and procedures.
Adapts well to change and can adjust priorities as needed.
This is a remote position which may require occasional inperson attendance at workrelated events at the discretion of management.

Impact You'll Make:

Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SL's are met
Realtime monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any nonschedule adherence and take immediate action to improve performance.
Work on realtime requests related to schedule changes, off phone activities and profile changes
Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
Initiate escalation process for system outages and Service Level Agreements (SLA) risks
Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes
Monitors inbound operations to ensure optimal staffing levels.
Facilitates realtime discussions with necessary stakeholders.
Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
Administers volume contingency action plans as deemed necessary and appropriate.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Prepare & deliver daily service levels, adherence/nonadherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
Conduct root cause analysis on any discrepancies or deviations from the standard process.
Provide insights on existing data to internal/external stakeholders
Process all unplanned changes/adjustments to the schedule and optimize schedules daily in response to shrinkage: call outs, late, and other Training/Nonproductive activities, Monitor and coordinate daily 1 on 1 and team meetings to ensure mínimal impact to service levels
Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes
Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SLA's are met
Realtime monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any nonschedule adherence and take immediate action to improve performance.
Work on realtime requests related to schedule changes, off phone activities and profile changes
Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
Initiate escalation process for system outages and Service Level Agreements (SLA) risks
Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes
Monitors inbound operations to ensure optimal staffing levels.
Facilitates realtime discussions with necessary stakeholders.
Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
Administers volume contingency action plans as deemed necessary and appropriate.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Prepare & deliver daily service levels, adherence/nonadherenc