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Real Time Analyst - RTA

Date: Feb 13, 2018

Location: Spartanburg, SC, US

Req #: 62773-en_US

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Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations.

We are the leading global business process outsourcing provider of customer care and complementary back-office processes.

According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization.

This proves, when you focus on your core competency, that you can be better than anyone else in the world.

Sitel's clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).

 
Summary of Primary Job Responsibilities

Responsible for focus on maintaining, entering and managing associate schedules within the account, site or multi-site, multi skill environment, each campaign and within Blue Pumpkin or IEX to manager client KPIs and Sitel costs.

Answering real time client queries regarding the queues and making corresponding schedule changes. They are prime for managing OT and VTO for the account. Additional responsibilities include, but are not limited to, entering exceptions within Blue Pumpkins, approving shift swaps within the center, processing PTO requests within Blue Pumpkin prior to final schedule runs, updating associate proficiencies and availability profiles, maintaining associate mapping tables, and ensuring associates are assigned to the correct campaigns.

Create and maintain attendance reports and real time KPI reports along with other duties as assigned

 
Education

College studies preferred and/or related experience

 
Experience Target

Minimum of 1 year experience in a call center or equivalent combination of education and experience.

 
Knowledge/Skills/Abilities

Strong leadership skills with ability to manage people. Strong verbal/ written communication skillsn skills. Strong interpersonal skills and experience demonstrating successful associate, customer and client relationship management. 

•Solid computer skills required
•Solid understanding of call centers
•Workforce management tools (Blue Pumpkin, TCS and/or IEX preferred)
•Proficiency using Microsoft Word and Excel
•Ability to manage conflict
•Ability to collect and assess data as well


Nearest Major Market: Spartanburg
Nearest Secondary Market: South Carolina

Job Segment: Relationship Manager, Call Center, BPO, Customer Service, Operations

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