Real Time Management Expert

4 days ago

Melbourne, Victoria, Australia beBeeTimeManagement Full time $72,000 - $87,000
Real Time Management Associate Job Description

This role involves driving CRM contact performance and real-time process maturity through the implementation and maintenance of best practice Workforce Management (WFM).

As a Real Time Management Associate, you will liaise between Centralized and Site WFM teams to ensure seamless communication. You will be responsible for preparing daily, weekly, and monthly reports and presentations, as well as preparing schedules using Erlang for different queues across multiple locations.

  • Liaising between departments to optimize workflow and productivity
  • Developing and maintaining comprehensive reports and presentations
  • Preparing and implementing schedules using advanced mathematical models
  • Resolving escalated issues and requests from site management in a timely and professional manner
  • Monitoring real-time queues, schedule adherence, and attendance to identify areas for improvement
  • Handling key daily exception requests and updating schedules accordingly
  • Optimizing breaks during or before actual schedules to maximize productivity
  • Scheduling ad-hoc intra-day training requests and updating schedules
  • Producing and analyzing daily efficiency reports to inform business decisions

Key requirements for this role include good communication skills, proficiency with MS Excel and PowerPoint, and the ability to work 24/7. Scheduling skill is an advantage, and the ability to handle pressure situations is essential for success in this position.

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