Real-Time Support Specialist (Remote and Hybrid)

Description

Responsibilities

Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders.

Enforce real time adherence in all Work Types and Markets within the scope of operation.

Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite / offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs.

Constant interaction with Accenture stakeholder, reporting site performance; including but not limited to staffing compliance, skilling status, and outages.

Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.

Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws.

Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment.

Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks.

Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level.

Basic Qualifications :

Required Tenure in Current role)

High School Diploma or GED / College Degree Preferred

Minimum of -year experience in delivery operations

Experience in Engagement Management Workforce Coordination

Preferred Skills / Experience :

Experience in client product support.

Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under / overstaffing etc.).

Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable.

Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros).

Professional Skills :

Excellent communication skills.

Proactive and able to take decisions based on real time situations.

Studies in Engineering, Business Administration, or related fields.

Experience working with internal / external stakeholders in multiple geographic regions.

Analytical with attention to detail.

Creative and problem solving oriented.

Diversity & EEO Statements :

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions :

Frequent Minimal physical effort such as sitting, standing and walking. Occassional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown.

Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights :

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties.

You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time.

This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.