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We are looking for a Real Time Monitor for one of our Clients, a leading
American company in new technologies

Real Time Monitor Specialist (m/f) 1018BY

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Tasks and responsibilities
  • Real Time Analysis on a daily basis to ensure employee schedule
  adherence and report issues to management
  • React on unforeseen changes on a Real-Time basis to ensure proper            intra-  day headcount accuracy while considering planned shrinkage
  • Make sure processes and procedures regarding the real time management are up to date
  • Monitor the Live and Non Live queues in real time. If there is a call waiting
 for more than 5 minutes, the RTM should ask a specialist to go online and
 take the call
  • Track issues and corrective actions and report on a weekly and daily basis
  on trends to management
  • Give Supervisors and coaches feedback on the individual performance of
  specific agents
  • Motivate Supervisors to quickly adjust to necessary short term changes
  • Provide other reports to management, as needed
  • Develop and create reports that help in the analysis of support / trials
  business metrics and trends to improve KPIs
  • Develop business reviews (QBR - MBR - WBR)
  • Work with support areas and operations to create actions that will directly
  impact business performance
  • Perform other tasks/duties as assigned by management depending on
  service needs

​We offer
  • Full-time and long-term contract
  • Schedule: Rotating, Monday to Friday from 9.00 to 20.00 (39 hours/week)
  • Internal Development Program
  • Relocation Package provided

Requirements
  • Fluent English with another language as native speaker
  • Good communication skills
  • Good organization and time management skills
  • Client and target orientated
  • Leadership skills
  • Active listening / Empathy
  • Detail oriented & the ability to identify trends
  • Advance excel and reporting knowledge

  • The recruitment processes and people involved in them (both recruiters
  and Project Managers) will not discriminate any candidacy because of age,
  disability, ethnic, marital status, gender, nationality, ideology, politic, race,
  religion and sexual orientation
 

 

 

SELLBYTEL Group S.A.
Avda. Diagonal 197
08018 Barcelona
Phone +34 93 4005 000
E-mail se.letyblles@snop.trebla

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