The 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
📌 RTA, Real Time Managment WFM (Italia)
🏢 Azienda Leader
📍 Italia
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