We are looking for you who have a sharp mind, are quick-witted and can see the big picture with the help of a lot of small ones.
As a Real Time Manager, you are responsible for managing the flow of calls and other administrative tasks in real time by meeting agreed service levels and lead times. You are responsible for, among other things, monitoring queue times, volumes, AHT and will act as the operation's "spider in the web".
You also work long-term and with good foresight implement the changes that are possible to facilitate the daily work. You work closely with Business Manager, Team Leader and SSC (Shared Service Center) as well as the agents.
You who find numbers and statistics interesting and who have an ability to compromise, evaluate and develop our production. We value courage - you will be faced with making many decisions during your working day and you must feel safe with that. It is also important that you like, are interested in and have a basic ability to analyze data.
Good ability to make decisions based on data and history
Ability to work independently and self-critically with great initiative to come up with improvement proposals and changes
Very good English in speech and writing and good knowledge of Excel
Protects good relationships and is easy to create relationships
Analytical with the ability to make quick decisions
Able to work evenings and weekends, (mainly on Saturdays)
Darba pienākumu apraksts
Description of the service:
RTM is directly responsible for production control of operations in real time. His/her daily activities focus primarily on leading and managing daily operations to meet the company's goals of developing and managing daily operations, by achieving such high efficiency in the areas of production management (KPI goal fulfillment), schedule efficiency and real-time management.
Responsibility, An RTM is an outward face who must always have a high level of service on their work ability and interaction with coworkers. You have to think proactively and love change while being able to make demands on support organizations or Management to drive the efficiency of production. You must not be afraid of conflicts but still be a good Transcom ambassador.
Fast paced work environment with possibility to drive improvements and personal learning at the same time
International company culture based on work-life balance
Informal and approachable management style
Opportunity to be spotted for your career path
Supportive workplace and team of staff, department and Corporate
Continuous development through our diversified learning platforms that are led by training and our own Transcom University