Posted:
8/18/2024, 5:00:00 PM
Location(s):
Heredia Province, Costa Rica
Experience Level(s):
Mid Level
Field(s):
Customer Success & Support
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
BRIEF DESCRIPTION OF THE ROLE
The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internal and third-party.
RESPONSIBILITIES
Intraday real time monitoring of service levels for all queues at all sites.
Real time monitoring of agent’s performance from all teams at all sites.
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
Have a real time communication with the WFM team and operations when call outs or changes need to be done
Support changes within routing profiles
Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
Review and process VTO/NPT/OT requests in real-time
Provide assistance to the WFM team as needed
#LI-LATAM
BASIC QUALIFICATIONS
3+ years of experience in a contact center environment
2+ years previous experience in a Workforce Management role as a RTA or Analyst
Proven experience with Aspect or other WFM platform
Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
PREFERRED QUALIFICATIONS
Advanced skills using Microsoft Excel in a business environment
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Proven ability to build relationships quickly
WHAT WE OFFER
Health and Life Insurance
Accenture days, 3 additional vacation days
On site doctor
Birthday leave
Internet reimbursement
About Accenture:
Accenture is a leading global professional services company that helps the world's leading
businesses, governments and other organizations build their digital core, optimize their
operations, accelerate revenue growth and enhance citizen services—creating tangible value at
speed and scale. We are a talent- and innovation-led company with 742,000 people serving
clients in more than 120 countries. Technology is at the core of change today, and we are one of
the world's leaders in helping drive that change, with strong ecosystem relationships. We
combine our strength in technology and leadership in cloud, data and Al with unmatched
industry experience, functional expertise and global delivery capability. We are uniquely able to
deliver tangible outcomes because of our broad range of services, solutions and assets across
Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities,
together with our culture of shared success and commitment to creating 3600 value, enable us
to help our clients reinvent and build trusted, lasting relationships. We measure our success by
the 3600 value we create for our clients, each other, our shareholders, partners and
communities. Visit us at www.accenture.com.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Website: https://accenture.com/
Headquarter Location: Dublin, Dublin, Ireland
Employee Count: 10001+
Year Founded: 1989
IPO Status: Public
Last Funding Type: Grant
Industries: Business Information Systems ⋅ Construction ⋅ Consulting ⋅ Information Services ⋅ Information Technology ⋅ Infrastructure ⋅ Management Consulting ⋅ Outsourcing