Job Description

As a Real Time Planner you will be focused on monitoring the workflow of our customer service agents to ensure the delivery of an exceptional customer experience.

You will monitor performance and incoming traffic in real timewhilst reviewing productivity to ensure service level agreements are exceeded.

  • Minimum 6 months experience in a workflow management (WFM) focused role
  • Experience working with WFM tools ( eWFM, Genesys) would be beneficial but is not essential
  • Experience identifying root causes and the corresponding action items to improve and/or sustain performance
  • Experience collating and understanding reports
  • Knowledge and understanding of business key performance indicators
  • Good working knowledge in MS Office (especially Outlook and Excel)
  • Willingness to work on a shifting schedule as needed (10:00 – 19:00 ; 16:00 – 01:00);

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Key responsibilities:

  • Monitor intraday performance
  • Monitor agent status and queue times
  • Adjust coverage depending on business needs (including at short notice)
  • Send regular reports to management
  • Communicate/collaborate with stakeholders on real time performance
  • Professionally raise escalations on performance or technology to the appropriate team
  • Highlight root causes on the delivery of performance (volume, Average Handling Time, staffing)
  • Maintain data of all real time reports for consolidation
  • Manage the seating plan of the office to ensure collaboration
  • Manage attrition reports
  • Create working roster to ensure adequate coverage
  • Issue details tracking for reference
  • Track all the items worked on real time perspective, including the owners, target completion and status including items raised during governance

In terms of benefits you must know
We thought a lot about your growth:

  • Professional growth opportunities that recognize individual contributions and performance;
  • Friendly work environment, being surrounded by professional colleagues;
  • An experienced Career Counselor to guide you and check on your progress;
  • Extensive training through a variety of methods – online, classroom, etc;
  • A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
  • Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.

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.

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