Ensemble, tout est possible.
Échappez à l’ordinaire! C’est le moment idéal pour rejoindre notre équipe en plein essor et une entreprise chef de file dans l’industrie des vacances!
As a Real Time Adherence Coordinator (RTA) you will be responsible for Real Time Adherence of all operational efficiency metrics in the Club Contact Center, an inbound/offline environment. The selected candidate will be expected to measure/update real-time adherence, service level, abandoned rate, occupancy, average handle time, and be able to adjust schedules in an accurate and timely fashion. They will also be required to forecast intra-day staffing levels and make appropriate operational adjustments. Using defined service level escalations, the RTA will also be required to make Real Time decisions to ensure that the site operations are in line with established goals. The RTA will also assist with some scheduling responsibilities such as organizing and processing PTO/ Holiday/ shift bids.
- Must be able to use Real Time Monitoring tools Avaya CMS, Nice IEX Total View or Ring Central at a high experience level.
- Must be able to use Excel as an Intermediate level to produce real time reports.
- Must be able to analyze data, present and make recommendations on staffing and efficiency levels for optimizing service metrics to Club.
- Updates agent call outs and real time schedule updates.
- Produces real time service level reports throughout the day detailing service level, other key performance indicators.
- Schedules planned activities such as team member huddles, meetings, 1×1, QA sessions, as needed based on staffing requirements.
- Assist with bidding activities (Holiday, PTO, Schedule, etc.)
- Produces Real Time and Historical Call Center reports for Management Team as well as support teams.
- Measures and monitors service levels, abandoned rate, occupancy, average hold time (AHT), absenteeism, schedule adherence, and other operational metrics.
- Possess knowledge of Interactive Voice Response (IVR), Adjournment in Contemplation of Dismissal (ACD), & other call delivery technology platforms.
- Understands Shrinkage requirements as it relates to staffing.
- Acts as a single point of contact for WFM on the entire call center floor.
- Proactively identify and initiates change to address performance and process issues.
- Ability to be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives
- Willingness to learn
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
