Real Time Manager

Webhelp TR

Real Time Manager

Overall mission statement:
A Real Time Manager at Webhelp Turkey is responsible for the daily management of tasks in RTM, such as call volumes and administrative matters which needs to run as optimally as possible. It involves analyzing and proactively plan the day based on the changes taking place to ensure the customer's requirements for service levels. Furthermore, our RTM department needs to work in accordance with Webhelp Nordic’s vision and policies for ensuring a good team spirit in the mission.
The tasks described below in general terms for all Real Time Managers, which may change from time to time based on the needs of the business.

Functional responsibilities include:

• The following tasks are the Real Time Task Manager’s responsibility to ensure are being carried out successfully.
• Responsible for real-time distribution of tasks in an optimal way and ensure that they are carried out
• Ensure we meet the target on productive hours weekly.
• Check that the agents use the correct Recipient Status, adjust afterwards if necessary
• Bring in additional agents if necessary
• Dismiss agents if necessary
• Reports any irregularities to the nearest Team Manager
• To receive sick leave
• Manage schedule issues on schedule for the employees regarding, among other things sick leave, holidays and changes.
• Should actively contribute OM/WFM/NPC suggestions on process change
• In the absence of OM/STM follow the crisis plan routine in cases of emergency
• Plan the day and calculate how time should be allocated between different tasks
• Document what happens during each shift

Report unplanned volume increases internally and externally according to routine and optimize the schedule during the day to respond to these in the best way.

Education, experience includes:

• WFM tools such as Teleopti CCC
• Ability to manage projects to improve employee performance
• Ability to escalate issues to their supervisor or other internal departments
• Demonstrated language fluency in English, and fluency sufficient to comprehend client training and Procedures for all Advisors in English
• Demonstrated ability to write in English

Key performance indicators (KPI):

• SAU for the assignment
• Attainment for the assignment
• Committed vs. productive hours for the assignment
• Additional hours fillrates for the assignment
• On-time delivery communication to the client and OM’s