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Workforce Real Time Adherence (RTA) Specialist

Summary

Salary
Competitive base salary + bonus opportunity
Team
Customer Service
Location
Aurora, IL, USA

Description

Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer the forecasted volume of incoming contacts at the desired service level.


Accountabilities

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES

  • Assesses and communicates daily attendance.
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Reports on schedule adherence daily/weekly/monthly and assist supervisors in coaching agents to adhere to schedules.
  • Oversight of agent work status’.  Upholds a high level of service standards by ensuring all agents are adhering to schedule throughout the day.  Partners with leadership team on identify agent trends to support recognition and disciplinary action when needed.
  • Administers volume contingency action plans as deemed necessary and appropriate, which will include coordination and securing of overtime for internal agents as well as temporary seasonal agents.
  • Monitors intraday performance to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate, which will include coordination and securing of overtime for internal agents as well as temporary seasonal agents.
  • Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Monitors and coordinates offline activities such as trainings, meetings, and coaching.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that reports are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Other Requirements

  • Intermediate knowledge of call center management and all related calculations
  • Intermediate knowledge of various forecasting / scheduling software
  • Strong organizational skills
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
  • Ability to work independently with minimal supervision.
  • Capability of problem solving

Skills

·         Minimum of one (1) year of WFM experience in a multi-channel call center environment

·         Minimum of one (1) years of experience in trend analysis

·         Experience in spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required

·         Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software

·         Experience utilizing a major ACD system/telephony system (Nice/incontact, NVM, Genesys, Five9, etc.)


Benefits

Benefits

As a global technology company, we have ambitious plans for the future! How we reward you is more than just salary and bonus.  It is linked to our high performance culture. It promotes an engaged workforce through a package of financial and lifestyle benefits.

Dyson part-time benefits include:

  • Competitive Salary Rate
  • Robust Sales Incentive Bonus
  • 401k with a 4% match
  • Accrued Paid Time Off and Sick Time
  • Medical, Dental, and Vision coverage
  • Paid Training
  • Paid Short and Long-Term Disability
  • Generous Dyson Product Discounts

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation, please send an email to Careers.us@dyson.com. 

Dyson is an Equal Opportunity Employer