Representative, Real Time Management

Essential Functions/Core Responsibilities • Distributes accurate and timely agent schedules • Inputs intraday corrections and exceptions into systems for agent time off and absences • Monitors inbound volume for unusual activity to ensure staffing needs are met • Recognize abnormal scheduling issues and escalate as necessary • Initiates and coordinates trouble tickets and escalate issues as required • Prepares standard and ad hoc reports for agent availability effectiveness • Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center • Reviews agent availability to ensure that client service agreements are met Job Description R1590655 Representative, Real Time Management: R1590655 Representative, Real Time Management (Open) 09:34 04/25/2025 Page 247 of 249 Candidate Profile • Bachelor's degree in related field with less than two years of relevant experience preferred • Minimum one year experience in a call center required • Ability to multi-task, prioritize, and meet timelines on deliverables • Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills • Excellent organizational skills • Strong attention to detail • Ability to coach and develop action plans to maximize performance • Proven ability to analyze and improve work processes and policies • Excellent customer service/support skills, and ability to work well under pressure • Proficient in Microsoft Office • Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred