Job Title:

RTA, Real Time Managment WFM

Job Description

The RTA will be responsible for supporting the achievement of customer support service levels by managing staffing and adherence numbers with the center supported to ensure optimal performance in real-time.

The RTA needs to be flexible to cover different shift times.

+++ Please attach your CV in order to evaluate your profile and experiences+++

Responsibilities:

Control of employees' attendance and report this information to the Manager at regular intervals throughout the day

Preparation of daily and monthly schedules

Communication with the Manager to ensure the timely provision of information about employee changes

Analysis of the most common problems and their creative solving to improve the quality and efficiency of customer service

Daily monitoring of the implementation of KPIs

Other tasks assigned by the Manager

Requirements:

Advanced Excel skills

Experience in Customer Service - Contact Center environment

Previous experience in RTA - WFM

English B1/B2 language skill

Skill in verbal and written communication to analyze, interpret and address customer needs

Ability to be flexible and quickly adapt to changing business needs and processes

Skill in problem-solving and conceptual thinking

Knowledge of scheduling systems

Ability to work in a time-critical environment

Availability to work in one of the Concentrix sites in Italy 

Experience in employees' attendance 

Ability to create reports

Preparation of daily and monthly schedules

Communication with the Manager to ensure the timely provision of information about employee changes

Analysis of the most common problems and their creative solving to improve the quality and efficiency of customer service

Daily monitoring of the implementation of KPIs

Other tasks assigned by the Manager

Location:

ITA Lecce - Viale Risorgimento

Language Requirements:

English, Italian

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents