Associate, Real Time Management
About this role
Associate, Real Time Management
Job Description The Real Time Associate to coordinate with client and operations to ensure proper staffing, compliance with adherence and conformance to schedule, and assisting with day to day schedule and agent movements.
Responsibilities
- Manage Real Time exceptions in a large call center/ BO 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 (e.g. 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.
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