Vaga de parceiro

Real Time Analyst - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • S/He ensures adherence to schedules, activity entries and numbers are up to date with scheduling systems to achieve optimal performance in real-time.
  • **Responsibilities**- Administers time & attendance of employees, to ensure the accuracy of the work records; - Informs in real-time the WFM Adherence Clerk and/or Supervisor(s) about employees that pass thresholds for schedule adherence and productivity; - Processes schedule change tickets and requests to the published schedule & all changes to published schedules to meet operational business targets; - Communicates actual performance & productivity of employee KPIs to CS leaders to promote the achievement of KPI targets; - Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals; - Provide continuous interaction with CS (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives; - Appropriately respond to Service Level variations by working with CS to match staff to demand and/or reallocate call volumes; - Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center; - On an ongoing and consistently substantial basis, coordinates, integrates, and provides organized work efforts to achieve positive operational targeted outcomes; - Execute departmental procedures, communications, incident reports, and leverage analysis of metrics and measurements; - Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions and impacts.
  • **Requirements**:- Minimum 1 year experience- Well-versed in workforce planning; - Solid understanding ofCS Metrics; - Proficient in MS Office Suite; - Proactive with a strong work ethic and eagerness to go the extra mile''; - Resourcefulness and creative thinking; - Adaptable to learn newprocesses, concepts, and skills; - Ability to build relationships quickly with key internal and external business partners; - Proven ability to workas part of a team adding positive attitude and business focus.
  • - Willing to work on at shift rotations; - Ability to work in a fast-paced deadline-driven environment

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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