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What We'll Bring:
The Real Time Administrator (RTA) will be a part of the team supporting our Consumer Service Centers and is responsible for providing direct Real Time support through monitoring and managing incoming call traffic, break schedules and all issues that may impact service levels (SL’s) and take the appropriate steps to resolve or reduce these impacts, on an hourly, daily, and weekly basis.
What You'll Bring:
- Flexibility with individual schedule based on business needs (Rotational monthly schedules).
- Highest level of formal schooling for the specific region (High school diploma).
- Minimum 3 years Real Time Administrator experience in a contact center environment.
- Excellent English and Spanish verbal, written and interpersonal communication skills.
- Experience working with AWS (non-negotiable).
- Experience in WFM tools, preferably Monet
- Excellent analytical and decisive skills.
- A self-starter with strong initiative, with the ability to demonstrate a readiness to make decisions, take initiative and originate action.
- Collaborates well with others in team-oriented environment.
- Proactively works to improve knowledge and adherence to company processes and procedures.
- Adapts well to change and can adjust priorities as needed.
- This is a remote position for candidates in Costa Rica, which may require occasional in-person attendance at work-related events at the discretion of management.
Impact You'll Make:
• Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SL’s are met
• Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence and take immediate action to improve performance.
• Work on real-time requests related to schedule changes, off phone activities and profile changes
• Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
• Initiate escalation process for system outages and Service Level Agreements (SLA) risks
• Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes
• Monitors inbound operations to ensure optimal staffing levels.
• Facilitates real-time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• Administers volume contingency action plans as deemed necessary and appropriate.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
• Conduct root cause analysis on any discrepancies or deviations from the standard process.
• Provide insights on existing data to internal/external stakeholders
• Process all unplanned changes/adjustments to the schedule and optimize schedules daily in response to shrinkage: call outs, late, and other Training/Nonproductive activities, Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels
• Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes
• Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SLA’s are met
• Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence and take immediate action to improve performance.
• Work on real-time requests related to schedule changes, off phone activities and profile changes
• Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
• Initiate escalation process for system outages and Service Level Agreements (SLA) risks
• Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes
• Monitors inbound operations to ensure optimal staffing levels.
• Facilitates real-time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• Administers volume contingency action plans as deemed necessary and appropriate.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
• Conduct root cause analysis on any discrepancies or deviations from the standard process.
• Provide insights on existing data to internal/external stakeholders
• Process all unplanned changes/adjustments to the schedule and optimize schedules daily in response to shrinkage: call outs, late, and other Training/Nonproductive activities, Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels • Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
TransUnion Job Title
Analyst, Consumer Operations Support
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What the Team is Saying
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace.
We do this by having an accurate and comprehensive picture of each person.
This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world.
Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve.
We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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