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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. The RTA will evaluate
events surrounding schedule adherence and operational situations which may impact productivity such
as absenteeism or system outages and will collaborate with Team Leads to identify and implement
necessary staffing adjustments and intraday management for call activities. It focuses on staffing levels
and applies workforce management techniques and concepts to improve productivity outcomes.
Techniques include real time adherence (RTA), routine performance snapshots, communications,
attendance tracking, ensuring scheduling and all work shifts, breaks, lunches, meetings, and team
huddles are continually optimized to maintain the required coverage This role ensures effective and
efficient utilization of resources based on understanding key service drivers to complete variance
analytics to make proactive changes to minimize variances.
This role also assists management with capacity decisions by identifying call volume trends/associate
trends that may be impacting the business at a wider level
What You’ll Bring:
• 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
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
TransUnion Job Title
Analyst, Consumer Operations Support
