Sr. Representative, WFM Real Time Management
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About the Role
Job Title: Sr. Representative, WFM Real Time Management Job Description: We are seeking a RTA to manage and monitor real-time activity in the operations team, ensuring that resources are efficiently allocated and service levels are maintained.
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Overview
****Job Title:****
Sr. Representative, WFM Real Time Management
****Job Description:****
We are seeking a RTA to manage and monitor real-time activity in the operations team, ensuring that resources are efficiently allocated and service levels are maintained.
The role requires quick adaptability, strong problem-solving skills, and the ability to operate in a time-sensitive environment.
****Job Description****
Essential Functions And Core Responsibilities
- Distributes accurate and timely agent schedules using WFM tools
- Inputs intraday corrections and exceptions into systems for agent time off and absences
- Monitors inbound volume for unusual activity to ensure staffing needs are met
- Recognize abnormal scheduling issues and escalate as necessary
- Initiates and coordinates trouble tickets and escalate issues as required
- Prepares standard and ad hoc reports for agent availability effectiveness
- Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command canter
**Required Skills And Qualifications:**
- Bachelor's degree in any related filed.
- a minimum of 1 year of experience within the same field.
- Advanced Excel skills.
- Fluent in Arabic and English (minimum B2 level proficiency).
- Strong verbal and written communication skills to analyze, interpret, and address needs.
- Ability to work in a time-critical environment and quickly adapt to changing business requirements.
- Skill in problem-solving and conceptual thinking.
- Knowledge of scheduling systems (experience with tools such as IEX, Teleopti, etc. is a plus).
- Flexibility to manage dynamic shifts and business needs.
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