Real Time Specialist Newlands - Newlands
Careerbox
Our award winning client travels to every continent in the World and provide our guests with an experience that is second to none. The Workforce team helps to maintain an excellent experience for our guests by engaging with team members to optimize the performance of the clients Contact Centers. • Monitor real time adherence to scheduling and actively address areas of concern as they occur. • Manage contact center shrinkage and develop reports for adherence to work schedules. • Provide management with daily reports on workforce performance. • Process scheduling requests and make recommendations based on coverage needs. • Administration of user/group roles to optimize contact center performance. • Maintain running report of attendance incidents and analyze trends. • Documents workforce management procedure implementation plans, rules, and programs. • Effectively communicate with peers, Schedulers, Management, and other departments about Workforce related items. Other duties as needed. Skills & Requirements : • Preferred prior experience with Workforce Management platforms (Genesys, Calabrio). • Proficiency in MS Office Suite (Outlook, Excel, Teams, Word, PowerPoint) • Ability to work in a fast paced dynamic environment with shifting priorities. • Must have excellent attention to detail, strong analytical skills, and the ability to prioritize multiple tasks. • Showcase excellent written and verbal communication skills. • Must be proactive and self-motivating with the ability to work independently and collaboratively. • Ability to work Pacific Time Zone hours. Minimum of 3 years of Workforce experience in a large Contact Center Environment
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