Scheduler / RTA

Scheduler / RTA

JPJA – 012 – Scheduler / RTA

Iterum BPO is opening in Jamaica, we are seeking talented and GOOD people to help us in the delivery of exceptional customer experiences, GOOD people who will be willing to grow with us and expand to new horizons always guaranteeing the extra mile, delivered.

Job Description:

The key responsibilities of a Scheduler / RTA will include monitoring the service levels, occupancy and contact volume of the phone operations department and analyzing staff trends to ensure daily resource coverage

What would be your role and responsibilities

Scheduler / RTA responsibilities include but are not limited by the ones described as follows.

Primary Responsibilities

• Must be able to use Microsft Excel to complete daily tasks .
• Daily, weekly, monthly, and yearly forecasts for a variety of product lines and customers
• Maintain constant communication with Operations teams to provide recommendations for staffing adjustments and reassignments
• Manage the distribution of call volume and workloads for all work streams
• Process schedule trade requests for posted schedules
• Collaborate with Network Operations Center to monitor real time performance and adjust schedules and
• offline activities to optimize patient experience
• Provides key recommendations to management with respect to short team and long term strategies for ensuring optimal service levels
• Perform continual analysis of performance and conduct forecasting to make necessary adjustments according to Company standard
• Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
• Meet and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost-effective environment

Competencies:

• Accountability
• Adaptability
• Communication
• Inclusiveness
• Problem Solving
• People skills
• Positive attitude

What do we need:

• Must have excellent English and solid oral and written communication skills
• Proficient computer skills including MS Office.
• Strong attention to detail skills
• Bachelor’s degree preferred
• Experience in workforce forecasting and planning
• Call Center workforce management experience preferred
• Strong foundation in mathematics and statistics
• Capable of presenting to senior leadership
• High energy level, enthusiastic, and eager to do what is necessary to be successful Excellent problem analysis, problem-solving skills and ability to be creative in solving technical problems.
• Strong problems solving skills with the ability to proactively identify and prevent potential problems.
• Highly goal oriented and results driven to ensure meeting department goals
• Ability to focus on deadlines and deliverables with strong organizational and multitasking skills
• Excellent interpersonal, public presentation, written and communication skills
• Computer literacy in Microsoft Office: Windows, Excel, Word, PowerPoint

Willing to work unpredictable hours and work against deadlines

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, photocopies, scanner, shredders, and file cabinets.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to talk or hear, the employee is frequently required to move around, use hand to finger, handle and reach with hands and arms

Position hours / Expected hours to work:

• This is a full-time position. must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week. and open to changes as needed by client requirements.

Travel:

• Non-Applicable.

What we offer:

• Permanent full-time
• Health Insurance - Medical, Dental
• Ongoing development programs.
• Opportunities to grow with the program / company.
• Time off - Paid vacation

All Applicants MUST:

• Submit a detailed work history (CV)
• Present a valid Government issued photo ID, Birth Certificate, TRN, NIS, Original Proof of Qualifications
• Have a clean Police Record.
• May be subject to drug screening. 

Only shortlisted candidates will be contacted. 

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.