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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Solid critical thinking, problem solving, and interpersonal skills
- Demonstrates ability to give and receive feedback with peers and business partners
- Ability to work independently with minimal supervision
- Must demonstrate sound arithmetic, analytical and problem solving ability.
- Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
- Excellent verbal, written and comprehension skills
- Lead and coach the RTA team to ensure effective real-time monitoring, adherence management, and intraday control
- Monitor call volumes, AHT, shrinkage, and agent availability to proactively mitigate SLA risks
- Take real-time corrective actions such as skill reallocation, overtime, VTO/VOL, and schedule adjustments
- Act as the p...