Accenture Real Time Planner with English in Bucharest, Romania
As a Real Time Planner you will be focused on monitoring the workflow of our customer service agents to ensure the delivery of an exceptional customer experience.
You will monitor performance and incoming traffic in real timewhilst reviewing productivity to ensure service level agreements are exceeded.
Minimum 6 months experience in a workflow management (WFM) focused role
Experience working with WFM tools ( eWFM, Genesys) would be beneficial but is not essential
Experience identifying root causes and the corresponding action items to improve and/or sustain performance
Experience collating and understanding reports
Knowledge and understanding of business key performance indicators
Good working knowledge in MS Office (especially Outlook and Excel)
Willingness to work on a shifting schedule as needed (10:00 – 19:00 ; 16:00 – 01:00);
Monitor intraday performance
Monitor agent status and queue times
Adjust coverage depending on business needs (including at short notice)
Send regular reports to management
Communicate/collaborate with stakeholders on real time performance
Professionally raise escalations on performance or technology to the appropriate team
Highlight root causes on the delivery of performance (volume, Average Handling Time, staffing)
Maintain data of all real time reports for consolidation
Manage the seating plan of the office to ensure collaboration
Manage attrition reports
Create working roster to ensure adequate coverage
Issue details tracking for reference
Track all the items worked on real time perspective, including the owners, target completion and status including items raised during governance
In terms of benefits you must know
We thought a lot about your growth:
Professional growth opportunities that recognize individual contributions and performance;
Friendly work environment, being surrounded by professional colleagues;
An experienced Career Counselor to guide you and check on your progress;
Extensive training through a variety of methods – online, classroom, etc;
A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.
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