Real Time Adherence (RTA) Coordinator
Kforce Inc.

Orlando, Florida

Posted in Recruitment Consultancy


This job has expired.

Job Info


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:
  • Monitors Real Time Operational performance for the Call Transfer Sales Operations for multi-site operations
  • Makes real time decisions and adjustments based on the business needs in a real time call center environment
  • Produces Real Time and Historical Call Center reports for Call Transfer Management and support teams
  • Measuring and monitoring Service Levels, Abandoned Rate, Occupancy, AHT, Absenteeism, Schedule Adherence, and other operational metrics
  • Clearly communicate recommendations & guidance to senior operational leaders
  • Be a single point of contact for the entire call center floor


REQUIREMENTS:

  • Extensive knowledge & experience with Real Time Adherence Monitoring Tools and administering Workforce Management Tools
  • Must understand IVR, ACD, Dialer, & other call delivery technology platforms
  • Workforce Management software
  • Real Time Adherence monitoring tools
  • Excel spreadsheet
It would be helpful if you also possess the following:
  • * Experience in Real Time Call Center Operations floor management and utilizing Workforce Management and Real Time Adherence Tools
  • Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices
  • Advanced PC skills and proven ability with Microsoft Excel and Word
  • Strong communication skills with the ability to convey need, urgency, and resolution
  • Ability to be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives
  • Willingness to learn
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


This job has expired.

More Recruitment Consultancy jobs


Allyon
Marietta, Georgia
Posted about 5 hours ago

Allyon
Baltimore, Maryland
Posted about 5 hours ago

Allyon
Galveston, Texas
Posted about 5 hours ago

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.