Description : The Real Time Administrator plays a crucial role in managing real-time data from the call center, ensuring effective communication between clients and internal teams, and supports the delivery of timely insights and solutions to enhance business operations. Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Duties and Responsibilities :
- Executes workforce management forecasting alongside the leadership team while ensuring agents adhere to their schedules and breaks
- Reforecasts interval and daily transaction volumes (inbound, outbound), handle times, and other production metrics by group and reports on actual vs. forecasted volumes (phone, web, e-mail, chat)
- Proactively monitors calling behaviors, efficiency, and availability of agents and reports deficiencies to Operations Team in real-time
- Analyzes and administers schedule optimizations for the call center, including time off and overtime requests and approves and administers real time exceptions
- Collaborates with CSEM managers to improve data accuracy and the CSP/Command Center management to optimize services
- Supports initiatives and call center management with simulations and modeling and proper escalation procedures
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Desired Competencies:
- Accountable- Holds self and others accountable to meet commitments
- Communicates Effectively- Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension; active listener to ensure clear understanding
- Resourcefulness- Identifying, securing, and deploying resources effectively and efficiently
- Tech Savvy- Anticipates and adopts innovations in business-building digital and technology applications
Education and Experience:
- Education and experience commensurate with an Associate's Degree required, focus in Statistics or Mathematics preferred
- At least 2 years' experience in forecasting, monitoring, and analysis of customer contacts in a call center, real time environment required
- Knowledge of call center technology (e.g. ACD, IVR/IVA, Network Features), reporting automation applications, Outbound Dialer Systems and reporting suites (centralized, multi-media, multi-site), and call center metrics required
- Understanding of VoIP networks, CTI/CRM, Network Call Routing tools and techniques required
- Experience with Nice CXOne platform preferred
- Healthcare industry experience preferred
Location: 100% Remote Travel Requirements: Less than 5% (almost no travel) Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position: Frequent : Sitting, walking, eye/hand/foot coordination and repetitive motion. Occasional : Standing and bending. Infrequent: Lifting up to 10 pounds. Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact ...@vaco.com . Vaco also wants all applicants to know their rights that workplace discrimination is illegal . By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice Vaco LLC and its parents, affiliates, and subsidiaries ( we, our, or Vaco ) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here .
- Virginia residents may access our state specific policies here .
- Residents of all other states may access our policies here .
- Canadian residents may access our policies in English here and in French here .
- Residents of countries governed by GDPR may access our policies here .
Pay Transparency Notice Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.