Real-Time Operations Manager
4 weeks ago
Vaco is seeking a highly skilled Real-Time Administrator to join our team. As a key member of our operations team, you will be responsible for managing real-time data from the call center, ensuring effective communication between clients and internal teams, and supporting the delivery of timely insights and solutions to enhance business operations.
Key Responsibilities- Execute workforce management forecasting alongside the leadership team while ensuring agents adhere to their schedules and breaks.
- Reforecast interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and report on actual vs. forecasted volumes (phone, web, e-mail, chat).
- Proactively monitor calling behaviors, efficiency, and availability of agents and report deficiencies to Operations Team in real-time.
- Analyze and administer schedule optimizations for the call center, including time off and overtime requests and approve and administer real-time exceptions.
- Collaborate with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services.
- Support initiatives and call center management with simulations and modeling and proper escalation procedures.
- 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.
This is a 100% remote position with less than 5% travel requirements.
Physical DemandsThe 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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