Job Description

• Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to the Customer support Team.
• Coordinate with Scheduling Analyst to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
• Work closely with the Customer support Team’s management to assist them in enforcing schedule adherence and call time threshold guidelines.
• Inform the Customer support Team’s management so decisions can be made regarding OT and off-queue activities with up-to-the-minute daily statistics.
• Provide historical reporting compilation as required by the Customer support Team’s management.
• Manage shift swaps between agents according to requests received.
• Provide attendance reports to WFM team to run the payroll operations in a timely manner.

• Up to 1 year of proven experience as an RTM Specialist.
• Bachelor's degree in business administration or related fields
• Flexibility with rotational shifts and rotational working hours.
• Strong Analytical Skills are required to critically assess situations and make decisions in real-time
• Very good command of English language.
• Professional Multi-tasker.
• Proficiency in using CRM systems and Microsoft Office.
• Excellent problem-solving and decision-making skills.