Job Description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Role and Responsibilities

  • Lead > 5 RTA staff in real time monitoring
  • Monitor and analyze key performance indicators and trends to reforecast, reschedule, and adjust staffing levels.
  • Track and compare forecasted and actual center statistics.
  • Evaluate adherence and take action to improve performance.
  • Forecasting – through simulations based on historical data, he/she create a reliable schedule.
  • Make daily, weekly and monthly report related to RTA activities and performance
  • Intra-day Management – when adjustments are necessary, provides real-time updates so schedule goals are met regardless of changes.
  • Real-Time Decisions – able to work under pressure and take quick decisions to make sure operations meet all targeted OKRs
  • Work closely with Operations leads by give recommendation to operations to make and take necessary appropriate action to maintain and meet all performance metrics.

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Qualifications

Qualifications and Education Requirements

  • Bachelor diploma from any major
  • Graduate with min 2 year working experience as RTA
  • Quick learner with proven ability to grow and lead a team
  • Excellent oral and written communication skills.
  • Passion for learning and creative problem-solving.
  • Strong computer applications skills especially MS Excel
  • Analytical frame of mind
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Excellence problem solving skill
  • Excellent communication skill – assertive and persuasive
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Preferred Skills

  • Experience as call center agent
  • Proficient in English
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

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Be your best every day in a work environment that helps drive innovation in everything you do.


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Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

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With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

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