Real Time Adherence (RTA)
Contact Center Quality Assurance - Job Description - Real Time Adherence RTA Requires someone with excellent communication and multi-tasking skills able to work in a fast paced environment Must be able to interact with various groups within Kelly IE : INT s, TA s, Managers Provide timely information on adherence and attendance to internal audience in various locations written and or verbal Monitor INT s attendance arrivals, breaks, lunches, early departures recording when agents are late, or sick with reporting to correct TA Contact INT s when they are late to discover when or if the INT will be arriving, negotiating when necessary, to minimize shrinkage Adjust breaks or lunches to minimize daily shrinkage Identify where we are short staffed and create a workable plan of action to minimize the shortage with part time and full time INT s Monitor dashboard for INT actions such as increased unavailable time or multiple log ins and outs with follow up with the INT and report to their TA Create reports for adherence and occupancy on daily or weekly basis or as per request Responsible for investigating INT log in and out entries through tools such as Elastic Pulse and provide information to their respective TA Responsible for updating activities in current week of schedules for things such as requested shift trades, absences, or terminations Working with schedulers on weekly hand off from future week to current week of schedules with information provided from schedules for deficiencies and plans of action.
Providing information and feedback on current week for shortages and shrinkage and actions taken to minimize the impact in real time Must be able to work in a 24 / 7 workplace where shift work is required If you have previous experience as an RTA or know someone that has the skills required, we would be interested in further dialogue.
Technology strength and communication skills telephone, texting, and email will be a must for this role.9332751
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