Real Time Adherence Coordinator
Miramar, FL | Temporary/ Hourly
A Large, well-known company in Pembroke Pines who serves Fortune 500 companies nation wide is seeking a Real Time Adherence Coordinator for an immediate opening. This individual will be monitoring questions using Avaya, as well as monitoring call volumes, wait time, call drops etc. There will be heavy reporting in Excel with use of pivot tables and Vlookup. He/She will also report consistent feedback to the Ops team to make appropriate changes in staffing / training.
This position is responsible for monitoring and reporting schedule adherence in real-time using real-time adherence software. Real Time Adherence Coordinators work closely with Operations, calling out non-adherent events so that non-adherent agents can be directed back towards the phone. They also monitor agent calling behaviors in real-time, calling out events such as statistics across various measures such as service level or staffing interval requirements to ensure contractual standards are met.
- 2+ years of relevant experience
- Call management and call statistics monitoring
- Previous Workforce or Real-time experience
- Must have an analytical mindset
- Good Excel (Pivot Tables / Vlookup)
- Previous workforce management