Associate, Real Time Management

hace 3 días


Bogotá, Bogotá D.E., Colombia Minacs A tiempo completo

Job Title: Associate, Real Time Management

Job Summary: We are seeking a highly skilled Associate, Real Time Management to join our team at Minacs. As a key member of our Call Center Operations team, you will be responsible for managing the intraday performance of one program or line of business within a Call Center environment.

Key Responsibilities:

  1. Staffing and Scheduling: Distribute accurate and timely agent schedules to ensure optimal staffing levels and agent availability.
  2. Intraday Management: Monitor inbound volume for unusual activity and adjust staffing needs accordingly.
  3. Issue Resolution: Recognize and escalate abnormal scheduling issues, initiate and coordinate trouble tickets, and resolve agent availability concerns.
  4. Reporting and Analysis: Prepare standard and ad hoc reports to measure agent availability effectiveness.

Requirements:

Candidate Profile:

  1. Technical Skills: Proficient in Excel and other Microsoft Office tools.
  2. Experience: Previous experience in related fields.
  3. Soft Skills: Ability to multi-task, meet timelines, and communicate effectively.
  4. Education: Associate's degree in a related field is a plus.
  5. Language: English level B2.

Internal Applicants: Please note that internal applicants must meet additional requirements, including having 6 months in their current role and no more than 3 Estart Points.

Location: COL Bogota - Plaza Titan

Language Requirements: English (Required)

Time Type: Full time



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