Publicat 25 Mar 2019 | Reactualizat 17 Mai 2019 | Expiră 18 Mai 2019

Real Time Planner Specialist with English

1 post |  Aplicare externa
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Candidatul ideal

In order to APPLY for this role, please use Accenture platform.
No other applications will be considered.
Ideal candidate:
  • Real Time Analysis experience
  • Minimum 6 months experience in a workflow management (WFM) focused role
  • Experience working with WFM tools (e.g 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);
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 time whilst reviewing productivity to ensure service level agreements are exceeded.

Descrierea jobului

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
  • Attend internal and external meetings​
  • 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.

Descrierea companiei

Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 440,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.

To find more about Accenture and how you can use and improve your skills visit our careers website http://accenture.ro/cariere and like our Facebook pages https://www.facebook.com/accentureinromania and https://www.facebook.com/Accenture.Industrial.Software.Solutions.Romania.

Our headquarter office is located in Bucharest, at Westgate Office Park, and we deliver services to our clients from the following offices:

Consulting

Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1

Technology

Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1

Digital

Cluj-Napoca - Sigma Business Center, Republicii St., No. 109 Targu Mures - Multinvest Business Center, Aurel Filimon St., No. 19A

Operations

Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1 Timisoara - City Business Centre, Brediceanu St., No. 10 Iasi - United Business Center 3 - C1, Palas St., No. 7B-7C

Brasov- Coresi Business Park, Turnului St., no 5, Bl N1

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Real Time Planner Specialist with English  -  Accenture

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