Job Description

Job Title:

RTA, Real Time Managment WFM

The RTA will be responsible for supporting the achievement of customer support service levels by managing staffing and adherence numbers with the center supported to ensure optimal performance in real-time.

The RTA needs to be flexible to cover different shift times.

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Responsibilities:

• Control of employees' attendance and report this information to the Manager at regular intervals throughout the day

• Preparation of daily and monthly schedules

• Communication with the Manager to ensure the timely provision of information about employee changes

• Analysis of the most common problems and their creative solving to improve the quality and efficiency of customer service

• Daily monitoring of the implementation of KPIs

• Other tasks assigned by the Manager

Requirements:

• Advanced Excel skills

• Experience in Customer Service - Contact Center environment

• Previous experience in RTA - WFM

• English B1/B2 language skill

• Skill in verbal and written communication to analyze, interpret and address customer needs

• Ability to be flexible and quickly adapt to changing business needs and processes

• Skill in problem-solving and conceptual thinking

• Knowledge of scheduling systems

• Ability to work in a time-critical environment

• Availability to work in one of the Concentrix sites in Italy

• Experience in employees' attendance

• Ability to create reports

• Preparation of daily and monthly schedules

• Communication with the Manager to ensure the timely provision of information about employee changes

• Analysis of the most common problems and their creative solving to improve the quality and efficiency of customer service

• Daily monitoring of the implementation of KPIs

• Other tasks assigned by the Manager

Location:

ITA Lecce - Viale Risorgimento

Language Requirements:

English, Italian

Time Type:

Full time