Real-Time Performance Manager

2 weeks ago

Melbourne, Victoria, Australia beBeePerformance Full time $60,000 - $80,000
Job Description

The Real-Time Performance Manager is responsible for driving CRM contact performance and real-time process maturity through the implementation and maintenance of best practice Workforce Management (WFM). This role involves close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activities.

Key Responsibilities
  • Act as a liaison between Centralized and Site WFM teams.
  • Prepare daily/weekly/monthly Management Information System (MIS) reports and presentations/decks.
  • Prepare schedules using Erlang for different queues across multiple locations.
  • Resolve escalated issues and requests from site management.
  • Analyze root causes of SLA deviations, develop action plans, and implement resolutions.
  • Monitor real-time queue, schedule adherence, and attendance.
  • Process key daily exception requests and update schedules.
  • Optimize break schedules for the day of or day before the actual schedule.
  • Schedule ad-hoc intra-day training requests and update schedules.
  • Produce and analyze daily efficiency reports (representative availability, access level, etc.).
  • Attend centralized and/or site management meetings as required.
  • Cater to real-time ad-hoc requests as needed.
Required Skills and Qualifications
  • Good communication skills.
  • Proficiency in MS Excel and PowerPoint.
  • Proficiency with computers.
  • Willingness to work 24/7.
  • Scheduling skill will be an added advantage.
  • Ability to handle pressure situations.
  • Drive for self-learning and knowledge enhancement.
Benefits

This role offers opportunities for professional growth and development in a dynamic environment. The successful candidate will have the chance to work with a talented team and contribute to the success of the organization.

Others

We are committed to creating a diverse and inclusive workplace that values and respects all employees. If you are a motivated and skilled individual looking for a new challenge, we encourage you to apply.

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