Real-time Administrator (RTA) with Foreign Company Experience | 100% Work from Home

About the Company
My client is a leader in their field, committed to providing exceptional services to their clients. They value innovation, efficiency, and client satisfaction and recognize the vital role this position plays in achieving those goals.

Key Responsibilities
• Real-Time Monitoring: Track and analyze real-time contact center metrics like call volumes, agent availability, and service levels. Make real-time adjustments to meet performance targets.
• Workforce Management: Manage agent schedules, including shift changes, breaks, and absences. Adjust dynamically based on call volume to ensure adequate coverage.
• Issue Resolution: Address real-time issues such as staffing shortages, system outages, and performance deviations. Provide immediate support and escalate as needed.
• Reporting: Generate real-time performance reports and dashboards. Communicate status and potential issues to management.
• Collaboration: Work with Workforce Management, IT, and Operations to coordinate efforts and maintain smooth operations.
• Optimization: Analyze real-time data to identify trends and opportunities for improvement, recommending strategies to enhance operational efficiency.
• Compliance: Ensure compliance with company policies and service level agreements. Stay updated on industry best practices and regulatory requirements.

Qualifications
Education:
• Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred)
Experience:
• Previous experience in a contact center environment, particularly in real-time or workforce management roles.
Skills:
• Strong analytical and problem-solving abilities, excellent communication skills, and proficiency in workforce management and reporting tools.
Technical Proficiency:
• Familiarity with real-time monitoring/reporting software and standard office applications.