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Real Time Analyst (RTA)


Job Description:

About us Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations.We are the leading global business process outsourcing provider of customer care and complementary back-office processes.According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization.This proves, when you focus on your core competency, that you can be better than anyone else in the world.Sitel’s clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).Summary of Primary Job Responsibilities Responsible for focus on maintaining, entering and managing associate schedules within the account, site or multi-site, multi skill environment, each campaign and within Blue Pumpkin or IEX to manager client KPIs and Sitel costs.Answering real time client queries regarding the queues and making corresponding schedule changes. They are prime for managing OT and VTO for the account. Additional responsibilities include, but are not limited to, entering exceptions within Blue Pumpkins, approving shift swaps within the center, processing PTO requests within Blue Pumpkin prior to final schedule runs, updating associate proficiencies and availability profiles, maintaining associate mapping tables, and ensuring associates are assigned to the correct campaigns.Create and maintain attendance reports and real time KPI reports along with other duties as assignedEducation College studies preferred and/or related experience Experience Target Minimum of 1 year experience in a call center or equivalent combination of education and experience. Knowledge/Skills/Abilities Strong leadership skills with ability to manage people. Strong verbal/ written communication skillsn skills. Strong interpersonal skills and experience demonstrating successful associate, customer and client relationship management. •Solid computer skills required•Solid understanding of call centers•Workforce management tools (Blue Pumpkin, TCS and/or IEX preferred)•Proficiency using Microsoft Word and Excel•Ability to manage conflict•Ability to collect and assess data as well as work with minimal supervision, make indepedent decisions and solve problems•Clerical and mathematical experienceSpecial Certifications None

Company Description:

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel as 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit to learn more.

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