Real Time Administrator

Description:
The Real Time Administrator plays a crucial role in managing real-time data from the call center, ensuring effective communication between clients and internal teams, and supports the delivery of timely insights and solutions to enhance business operations.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

Duties and Responsibilities:

Executes workforce management forecasting alongside the leadership team while ensuring agents adhere to their schedules and breaks
Reforecasts interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and reports on actual vs. forecasted volumes (phone, web, e-mail, chat)
Proactively monitors calling behaviors, efficiency, and availability of agents and reports deficiencies to Operations Team in real-time
Analyzes and administers schedule optimizations for the call center, including time off and overtime requests and approves and administers real time exceptions
Collaborates with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services
Supports initiatives and call center management with simulations and modeling and proper escalation procedures

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Desired Competencies:

Accountable- Holds self and others accountable to meet commitments
Communicates Effectively- Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension; active listener to ensure clear understanding
Resourcefulness- Identifying, securing, and deploying resources effectively and efficiently
Tech Savvy- Anticipates and adopts innovations in business-building digital and technology applications

Education and Experience:

Education and experience commensurate with an Associate’s Degree required, focus in Statistics or Mathematics preferred
At least 2 years’ experience in forecasting, monitoring, and analysis of customer contacts in a call center, real time environment required
Knowledge of call center technology (e.g. ACD, IVR/IVA, Network Features), reporting automation applications, Outbound Dialer Systems and reporting suites (centralized, multi-media, multi-site), and call center metrics required
Understanding of VoIP networks, CTI/CRM, Network Call Routing tools and techniques required
Experience with Nice CXOne platform preferred
Healthcare industry experience preferred

Location: 100% Remote

Travel Requirements: Less than 5% (almost no travel)

Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position:

Frequent:            Sitting, walking, eye/hand/foot coordination and repetitive motion.
Occasional:        Standing and bending.
Infrequent:          Lifting up to 10 pounds.

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

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Real Time Administrator

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