GE Appliances, a Haier company Intra-Day / RTA Administrator in Rapid City, South Dakota
USA, Rapid City, SD
Job Posting Title
Intra-Day / RTA Administrator
An Intra-Day / RTA Administrator (IDA) is responsible for enabling service teams to execute the operating plan to deliver targets for customer experience, optimization of cost per contact and balancing that with employee satisfaction by supporting ASI’s staffing and workload on a real-time basis to identify and act upon identified opportunities. Additionally, this role will be responsible to identify, analyze and to provide a feedback loop to the planning cycle. The ability to partner and communicate with all levels of employees and leadership is imperative to success in this role. The operation includes the Rapid City and Memphis sites and operates from 6am-8pm Monday through Saturday supporting Consumer Relations, Home Delivery, Product Support, Factory Service, Parts and all other specialty and offline teams.
The objective of this position is to optimize call taking capacity to deliver consistent answer rate and service level results while ensuring the most efficient use of the staffing resources balanced with desired employee retention.
What you will Do
Actively engage to administer all defined elements of workload to determine if they are within acceptable ranges of the forecast and plan. These include contact volume, AHT, and staff shrinkage.
Partner with operations to identify and support agents who are not working as planned to determine causation and relevant action.
Monitor the “Attendance Line” to gather information on absences, tardiness or other schedule changes. Enter these callouts and scheduled changes into Calabrio as close to real-time as possible.
Possess a detailed understanding and knowledge of the call routing systems to ensure proper utilization of the distribution rules as the call center’s needs evolve.
Manage the TOR including VTO and extra hours approvals.
Review and improve upon daily/weekly/MTD/YTD reporting on the status of forecasts vs. actual workload, trend, planned vs. actual agents available, and any changes that are needed for the rest of the day or week. Communicate and provide reporting to all stakeholders within agreed upon timelines and call to action and identification of responsible parties as required.
Make real-time adjustments for team meetings, training, coaching, and other off-phone tasks as required.
Work with individual requests for schedule changes within the day balancing business and agent needs. Refer agents to Team Leaders as needed to resolve challenging situations.
Review the prior day’s ACD stats fed into the WFM system to ensure accuracy and separation of event-driven workload from the “normal” workload for forecasting purposes.
Execute on identified DEFCON procedures to return the call center to the target operating conditions
Identify and capture issues and trends that drive executional performance.
Partner with leadership to identify root cause and apply defined solutions to enrich future planning.
Take ownership to follow-up on recommendations and measure the resulting success of identified opportunities
Other related duties as assigned
Ad hoc reporting.
Other related duties as assigned.
What you need to Succeed
Minimum of 3 year of experience working in a customer service or call center environment. High School Diploma or GED required. Developed working knowledge of computer systems and software to Microsoft Office suite. Proven aptitude of computer applications. Ability to communicate complex concepts effectively to all levels of employees and leadership. Proven experience in roles that require a high degree of focus and attention to detail. Willing and able to work any shift required.
Associates or Bachelors in applicable field. Applicable Certifications: SWPP or CWFP. Previous WFM / Calabrio ONE Cloud experience.
- Office environment with normal lighting and climate controlled temperatures.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.