RESPONSIBILITIES:
Kforce has a client that is seeking a Real Time Adherence (RTA) Coordinator in Orlando, FL.Overview:The Real Time Adherence Coordinator is responsible for Real Time Adherence of all operational efficiency metrics in the Call Transfer contact center within a multi-site environment. The RTA will be positioned on the Call Transfer call floor. The selected candidate will be expected to measure real-time adherence, call flow, abandoned rate, service level, occupancy, Average Handle Time, and be able to adjust schedules in an accurate and timely fashion. They will also have to be able to forecast intra-day staffing levels and make appropriate operational adjustments.The RTA will have to be able to make Real Time decisions to ensure that the site operations are in line with established goals. They must be able to use Real Time Monitoring tools and Workforce Management systems at a high experience Level. The candidate must be able to use Excel at a high experience level to produce real time reports. They must be able to analyze data, present and make recommendations on staffing and efficiency levels for optimizing service metrics to Call Transfer Management. The RTA Coordinator handles all agents call outs and real time schedule updates. This person also produces reports for Support departments, as needed.Duties:REQUIREMENTS:
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