Job Summary:

MCI Careers is seeking a highly skilled RTA Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring the efficient operation of our contact center by monitoring real-time performance, managing schedule adherence, and making intraday adjustments to meet service level agreements.

Key Responsibilities:

• Monitor call volume, agent availability, and performance metrics in real-time.
• Identify and respond to potential risks in service level adherence, such as high call volume or low agent occupancy.
• Make real-time adjustments to staffing, including breaks, lunches, and shift changes based on call volume and agent availability.
• Manage and coordinate real-time changes such as unplanned absences, overtime requests, and schedule changes.
• Generate and analyze real-time performance reports, including service levels, occupancy, and adherence, to identify trends and make data-driven decisions.

Requirements:

• Grade 12 with entry level tertiary qualification, with combination of training.
• 2 years experience in a real-time analyst role or similar position in a contact center environment.
• Experience with WFM tools and contact center management systems.
• Proficiency in WFM software, ACD systems, and MS Office (especially Excel).
• Must be able to work onsite, USA hours with weekend availability.

What We Offer:

MCI Careers offers competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion. We are committed to providing a safe and healthy work environment for all employees. If you are a motivated and dedicated individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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