Real-Time Process Manager

1 week ago

Melbourne, Victoria, Australia beBeeRealTimeManagement Full time $65,000 - $79,000
Job Title: Real Time Management Associate

The RTM Associate plays a pivotal role in driving CRM contact performance and real-time process maturity through the implementation and maintenance of best practice Workforce Management (WFM). They will be responsible for 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 to facilitate seamless communication.
  • Prepare daily/weekly/monthly MIS reports and presentations/decks to provide actionable insights.
  • Utilize Erlang to prepare schedules for different queues across multiple locations, ensuring optimal resource allocation.
  • Resolve escalated issues and requests from site management in a timely and efficient manner.
  • Perform root cause analysis of SLA deviations, develop action plans, and implement corrective measures to resolve issues.
  • Monitor real-time queue, schedule adherence, and attendance to identify areas for improvement.
  • Process key daily exception requests and update schedules to ensure compliance with organizational policies.
  • Optimize breaks for the day of or day before the actual schedule to minimize downtime.
  • Schedule ADHOC intra-day training requests and update schedules to enhance employee development.
  • Produce and analyze daily efficiency reports to represent availability, access level, etc.
Requirements:
  • Excellent communication skills to effectively interact with stakeholders.
  • Good knowledge of MS Excel & PowerPoint to create professional presentations.
  • Proficiency with computers to navigate software applications efficiently.
  • Ability to work 24*7 in a dynamic environment.
  • Scheduling skill is an added advantage to streamline processes.
  • Ability to handle pressure situations with poise and composure.
  • Drive for self-learning and knowledge enhancement to stay up-to-date with industry trends.

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