12 days old

REAL TIME ADMINISTRATOR

Tempe, AZ 85281
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E \u003Cspan\u003EThe Online Contact Center Real Time Administrator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Avaya CMS and other systems, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, monitor and input attendance occurrences, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), and case management. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Real Time Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.\u003C/span\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003Cbr /\u003E \u003C/strong\u003EMonitors real-time business performance and makes necessary skilling and staffing changes\u003Cbr /\u003E Supports attendance lines and occurrence entries\u003Cbr /\u003E Fields requests from internal customers for offline time\u003Cbr /\u003E Other duties as assigned.\u003Cbr /\u003E \u003Cbr /\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Typically reports to the Real Time Supervisor \u003Cbr /\u003E Responsible for helping others and providing on-the-job training or guidance\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u0026nbsp;would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience:\u003Cbr /\u003E \u003C/strong\u003E2 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003Cbr /\u003E \u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EPrevious workforce experience\u003C/li\u003E\u003Cli\u003EPrevious technical support or help desk experience\u003C/li\u003E\u003Cli\u003EPrevious experience with NICE/IEX\u003C/li\u003E\u003Cli\u003EBachelor\u0027s degree preferred\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003ECall Center Experience \u003Cbr /\u003E Analytical thinking \u003Cbr /\u003E Strong verbal and written communication skills \u003Cbr /\u003E Strong Interpersonal Skills \u003Cbr /\u003E Ability to train\u0026nbsp;technical and workforce skills\u003C/div\u003E

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Posted: 2020-11-18 Expires: 2020-12-18

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REAL TIME ADMINISTRATOR

Home Depot
Tempe, AZ 85281

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