Job Title:

Sr Representative RTA | QRO

Job Description

WFM RTA is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment regarding capacity as part of the Intraday Management task. Besides this WFM RTA assures the Adherence & Attendance monitoring approach is in line with the strategy to achieve a full aligned WFM Intraday Management approach. The position is hierarchically located under a Supervisor WFM Shared Production Centre.

Job Description

Key task & result areas:

• Intraday periodical monitoring of forecasted planning parameters and applying corrective actions if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized as much as possible / close as possible to the target.

• Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters.

• Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these corrective actions to Operational Management.

• Intraday reforecast of planning parameters

• Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules

• Record relevant events and incidents.

• Review schedule for schedule transfer and determine daily and weekly strategy for intraday management.

• Performs all other duties as assigned.

Social interaction:

The WFM RTA performs various activities in close consultation and collaboration with WFM Planner, WFM Business Partner. Outside the WFM department the WFM RTA collaborate with and has frequent contact with operational management (operational and general manager) regarding performance and daily and weekly performance strategies.

Location:

MEX Queretaro City - Blvd. Bernardo Quintana no. 302 int. 2 Centro Sur

Language Requirements:

English (Required)

Time Type:

Full time

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