rta Manager24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
The Workforce RTA Manager is responsible for directing, managing, and supervising all activities and resources related to the Workforce department for a line of business.
As RTA Manager, You Will...
Manage workforce personnel on executing real-time floor management strategies based on client KPIs
Oversee performance management effort at the site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours
Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site
Initiate and deploy policy and process improvement plans to drive productivity improvements and cost reductions
Serve as the primary WFM POC for business continuity measures
Manage direct reports' performance, coach/mentor new hires, and carry-out disciplinary actions, if needed
Proactively educate the team on the intricacies of each client within the site to ensure the team is focused on supporting revenue growth with each client
Plan and monitor for results
Requirements
As RTA Manager, You Have...
Some post-secondary or completion of post-secondary schooling (preferred)
2+ years experience in the contact center and/or customer service industry
Minimum 1 year of experience in a supervisory role
Strong analytical, problem-solving, technical, information-management, and decision-making skills
Demonstrated strong interpersonal and communication skills
Superior organizational skills and the ability to follow through
The ability to adapt to change and innovation
Strong leadership, analytical, problem solving and decision making skills
The ability to work in a fast-paced, hectic, changing environment
The ability to adhere to all organizational policies and procedures
The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Rational decision making skills
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Manila City, Metro Manila
Permanent
Full-time