Real Time Operations Manager
2 weeks ago
We are seeking a highly skilled Real Time Analyst to join our team at Thomson Reuters. As a key member of our operations team, you will be responsible for managing real-time monitoring and making intra-day adjustments to maximize resource efficiency and achieve service level performance goals.
Key Responsibilities:
- Manage real-time monitoring via available tools and workforce management techniques to optimize resource allocation.
- Make intra-day adjustments to staffing plans based on real-time performance data.
- Perform continual analysis of current performance and conduct real-time re-forecasting to identify areas for improvement.
- Check attendance lines regularly and notify leadership of exceptions.
- Evaluate intra-day performance reports to determine staffing needs and approve time-off or scheduling off-phone activities.
- Manage communication with Operations teams and business partners to coordinate staffing adjustments.
- Filling shifts and writing schedules based on staffing requirements.
- Perform timekeeping activities for the group/department and monitor attendance of staff to track compliance.
- Schedule other employee activities that are off-the-phone activities.
- May provide support to other areas of customer services operation.
We are looking for a highly motivated and experienced professional with a strong background in workforce management and data analysis. The ideal candidate will have:
- 4+ years of related work experience in a contact center as an agent or RTA.
- Experience in WFM tools like Genesys and Alvaria.
- Experience in MS Excel.
- Knowledge in data analytics.
- Client handling experience.
- Good problem-solving skills, written and verbal communication skills.
- Good stakeholder management.
- Ability to manage workload and deliver results in a fast-paced environment.
- Drive & self-motivation with the ability to work independently.
- Proven ability to form strong customer relationships, an understanding of customer focus and service delivery.
As a member of our team, you will have the opportunity to work in a dynamic and inclusive environment that values diversity and inclusion. We offer:
- A hybrid work model with flexible working arrangements.
- Comprehensive benefit plans, including flexible vacation, mental health days off, and work-from-anywhere options.
- Access to LinkedIn Learning and internal talent marketplace.
- Opportunities to work on projects cross-company and participate in employee-driven Business Resource Groups.
- Two paid volunteer days annually and Environmental, Social and Governance (ESG) initiatives for local and global impact.
- A purpose-driven work environment that helps uphold the rule of law, turn the wheels of commerce, and provide trusted, unbiased information to people all over the world.
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