CallCenterNinjaThe 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