JOB TITLE : RTM Admin
REPORTS TO : Program Manager
1. PURPOSE OF JOB
As Real Time Management Admin, you will monitor the LOB queue making sure
Service Level Agreement (SLA) is meet.
2. Key Responsibilities
* Manage the call volume, daily attendance and program break schedules
* Work closely with the operations team to analyze and help improve their delivery processes
* Generate ideas for process and service improvement planning
* Produce daily, weekly and monthly internal reports
* Coordinate appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
* Facilitate real-time discussions with necessary stakeholders
* Assist with projects and other duties as requested or assigned
* Responsible of schedule conformance, utilization & occupancy
* Manage non-productive time request process, ensuring activities are planned without impacting SLAs
* Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
3. CORE COMPETENCIES
* Communication
* Analysis
* Customer Focus
* Attention to Details
* Problem Solving
4.EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Skills Required
* Very Good - Fluent level of English Language
* Good Knowledge of Microsoft office Package especially Excel
* Multitasker, able to handle dynamic real time changes
5. SECURITY COMPLIANCE
Employees are required to maintain compliance with SYKES safety, security, and
privacy programs. Responsible for being an active participant in the SYKES
safety, security and privacy programs to protect SYKES' business operations,
facilities, and physical and intellectual property and to ensure a safe and
secure working environment for all SYKES' employees.
6. ETHICS COMPLIANCE
SYKES is firmly committed to conducting business in compliance with the letter
and spirit of the law and other accepted standards of business conduct as
reflected in the company's policies. Employees are encouraged to observe the
highest standards of professionalism at all times, and are expected to adhere
to SYKES policies on ethics and integrity
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