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Check with seller Real Time Administrator (Remote - Atlanta, GA) Atlanta

Published date: April 3, 2022
  • Location: Atlanta, Georgia, United States

POSITION PURPOSE The Contact Center Real Time Administrator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Avaya CMS and other systems, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, monitor and input attendance occurrences, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), and case management. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Real Time Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES Monitors real-time business performance and makes necessary skilling and staffing changes Supports attendance lines and occurrence entries Fields requests from internal customers for offline time. Other duties as assigned
NATURE AND SCOPE: Typically reports to the Real Time Supervisor Responsible for helping others and providing on-the-job training or guidance
ENVIRONMENTAL JOB REQUIREMENTS Environment: Located in a comfortable indoor area. Any unpleasant condition would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:
Education Required: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience: 2 years
Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications: Preferred Qualifications:
Previous workforce experience
Previous technical support or help desk experience
Previous experience with NICE/IEX
Bachelor's degree preferred

Knowledge, Skills, Abilities and Competencies:
Call Center Experience
Analytical thinking
Strong verbal and written communication skills
Strong Interpersonal
Skills Ability to train technical and workforce skills

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