Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time
Qualifications:
- Bachelor's Degree
- 2+ years managing RTA teams.
- Experience managing multiple queues and geographies.
- SLA Achievement
- Schedule Adherence
- Occupancy
- Forecast Variance
- Abandonment %
- Queue Management Accuracy
Responsibilities:
- Live Operations Oversight: Track multiple dashboards, service level agreements (SLAs), and queue volumes simultaneously to prevent performance dips.
- Team Leadership: Supervise, mentor, and coordinate a team of junior and mid-level real-time analysts.
- Decision-Making and Escalation: Make fast choices regarding overtime requests, capacity gaps, and high-risk SLA situations, escalating major issues to operations managers.
