Real Time Management Associate Specialist
hace 3 semanas
Company Overview
Webhelp is a leading provider of customer experience solutions, and we're currently seeking an experienced Real Time Management Associate to join our team in Mexico City. This role plays a crucial part in ensuring the smooth operation of our call centers.
Job Description
We are looking for a highly skilled and detail-oriented individual to manage the intraday performance of multiple programs or lines of business at one or more Call Center(s). As a Real Time Management Associate, you will be responsible for:
- Distributing accurate and timely agent schedules.
- Inputting intraday corrections and exceptions into systems for agent time off and absences.
- Monitoring inbound volume for unusual activity to ensure staffing needs are met.
- Recognizing abnormal scheduling issues and escalating as necessary.
- Initiating and coordinating trouble tickets and escalating issues as required.
- Preparing standard and ad hoc reports for agent availability effectiveness.
- Reviewing agent availability to ensure that client service agreements are met.
Required Skills and Qualifications
To succeed in this role, you should possess:
- A bachelor's degree in a related field with less than two years of relevant experience preferred.
- Minimum one year experience in a call center required.
- Ability to multi-task, prioritize, and meet timelines on deliverables.
- Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation, and development skills.
- Excellent organizational skills.
- Strong attention to detail.
- Ability to coach and develop action plans to maximize performance.
- Proven ability to analyze and improve work processes and policies.
- Excellent customer service/support skills, and ability to work well under pressure.
- Proficient in Microsoft Office.
Estimated Salary Range
The estimated salary for this role in Mexico City is between $30,000-$40,000 USD per annum, depending on qualifications and experience.
Benefits
We offer a comprehensive benefits package, including competitive salary, health insurance, retirement plan, and opportunities for career growth and professional development.
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