Sr. Representative, Real Time Management

Job Title

Sr. Representative, Real Time Management

Job Description Summary

The Associate Real Time Management is responsible for analyzing contact center trends, including call volumes; call patterns, staff productivity, attrition rates, and resource allocation. This position monitors call volume of inbound call traffic while maintaining the organizations goals of cost control, labor utilization and service level. This position is instrumental in Tier one and Tier two problem escalations to ensure minimal downtime and rapid resolution is obtained.

Essential Functions/Core Responsibilities

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participates in Rapid Response calls to minimize system downtime, and regular updates to all levels of senior management of a global perspective.
• Recognize and initia...