Position Purpose:

The Real Time Administrator at the PRO Support Center is responsible for the analysis of key factors driving intra-day staffing, customer experience (service levels) and associate productivity. Strong analytical skills and the ability to work independently are key factors of success. The real time administrator is accountable for data driven decisions based on established guidelines to drive efficiency and customer experience at the PRO Support Center.

Key Responsibilities:50% Responsible for reacting to forecast variances that impact customer experience10% Special projects and initiatives relevant to the PRO Support Center40% Drives service level results for inbound customer contacts and Determine ideal times to conduct off-line activities to ensure business continuity and service metrics are achieved
Direct Manager/Direct Reports:This position reports to the SupervisorThis position has 0 Direct Reports
Travel Requirements:Typically requires overnight travel less than 10% of the time.
Physical Requirements:Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. No Travel Required
Minimum Qualifications:Must be eighteen years of age or older.Must be legally permitted to work in the United States.
Preferred Qualifications:Working knowledge of Microsoft Office SuiteWorking knowledge of presentation software (e.g., Microsoft PowerPoint)Demonstrated ability to collaborate and work effectively with cross-functional teamsDemonstrated project management skillsAbility to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiencesAbility to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customersExcellent written and verbal communication skills
Minimum Education:The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:No additional education
Minimum Years of Work Experience:7
Preferred Years of Work Experience:No additional years of experience
Minimum Leadership Experience:None
Preferred Leadership Experience:None
Certifications:None
Competencies:Action OrientedCollaboratesCommunicates EffectivelyCustomer FocusDrives Results