The RTA will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming/outgoing calls at the desired service level.
Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.
Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.
Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers volume contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Helps with the integration and implementation of new call center technologies.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Intermediate knowledge of call center management and all related calculations
Intermediate knowledge of various forecasting / scheduling software
Strong organizational skills
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
Ability to work independently with minimal supervision.
Capability of problem solving
3 years’ experience working in a contact center
Strong understanding of Contact Center best practices