RTA PH Team Leader
The Real-Time Adherence (RTA) Team Lead is responsible for daily management and development of the Real-Time Adherence Coordinators. Leadership activities of this team include, but are not limited to, creating and managing schedules of the RTA Coordinators, approving payroll, coaching, interviewing, and training. In addition, this role is also responsible for the duties of that of a WFM Analyst, which include forecasting, scheduling, and staffing analysis for assigned program(s).
•Creation and management of schedules within Ceridian for the RTA Coordinators.
•Monitoring schedule adherence of RTA Coordinators and approving payroll.
•Coaching/development of RTA Coordinators.
•Interviewing internal and external candidates for steady-state and seasonal RTA Coordinator roles.
•Training RTA Coordinators on WFM systems and processes.
•Provides daily forecasts and schedules for assigned teams.
•Works with existing teams to incorporate additional Aspect eWorkforce Management solutions.
•Provides hiring needs analysis to existing client teams.
•Provides Operations proactive staffing recommendations, based on specific client metrics.
•Enters agent staffing exceptions/change into Excel spreadsheet daily or weekly, as determined by client.
•Updates personal account balances bi-weekly in Aspect eWorkforce Management.
•Updates daily call volume and time updates in Aspect eWorkforce Management for client teams.
MINIMUM COMPETENCY REQUIREMENTS
Education:Bachelor’s degree in Business or related similar field is required.
Work Experience:At least five years of call center experience. At least two years of Aspect eWorkforce Management software required. At least two years of Aspect RTA experience required.
Skills:English proficiency required. Must have a working knowledge of computer technology that includes experience with Excel and Workforce Management software, such as Aspect eWorkforce Management software; have a strong understanding and knowledge of the workforce management process and strong analytical skills. Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
Neenah, WI | Brea, CA | Fort Myers, FL | Pasig City, PH | Belize City, BZ | Mexico City, MX
- Pay Type Salary
- Pasig, Metro Manila, Philippines