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Schedule Flexibility
No disciplinary actions in the last 3 months
KPI’s in compliance for the last 3 months.
Less than 2% Absenteeism for the last 3 months
Knowledge & Skills:
Excellent communication skills in English and Spanish (Oral & Written)
Excel intermediate level (test will be applied)
Numeric and Analytic Thinking
Basic Statistics
Highly developed Team Work skills
Responsibilities:
Monitor, analyze and take appropriate actions based on the call flow activity and staffing requirements to assure Contractual KPIs are met.
Maintain appropriate records and analyze performance data on a daily, weekly and monthly basis.
Provide a variety of reports and analysis to Operations, Administration, and HR department. Reports would range from agent individual performance values to site or center consolidated reports. As well as providing all contractual reports we are obligated to perform.
Coordinate and advise Operations leaders regarding the intraday allocation of staffed agents into productive states.
Maintain agent-level schedules and attendance tracking which includes recording absenteeism and tardiness of agents (RTA).
Oversee the intra-day management and staffing requirements of single or multiple queues, agent skill changes and group skill changes.
Ensure Operations, WFM, and Client services have proper data to approve time-off requests such as team meetings, additional agent training, and all other future schedule exceptions.
Contact local ITS to report tool outages that impede the delivery of service of Sitel accounts.
To Apply:
Fill out application form here
Please send your resume to [email protected] before July 19, 2023 at 5:00 PM CST. Subject: RTA - SQT 20230712
Original Publish Date:Wednesday, July 12, 2023 · Last Modified By: Luis Fernando Garcia Noriega
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