RTM Admin

1.                PURPOSE OF JOB

As Real Time Management Admin, you will monitor the LOB queue making sure Service Level Agreement (SLA) is meet.

2.         Key Responsibilities  

• Manage the call volume, daily attendance and program break schedules
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, weekly and monthly internal reports
• Coordinate appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
• Facilitate real-time discussions with necessary stakeholders
• Assist with projects and other duties as requested or assigned
• Responsible of schedule conformance, utilization & occupancy
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.