POSITION PURPOSE The Online Contact Center Real Time Administrator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Avaya CMS and other systems, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, monitor and input attendance occurrences, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), and case management. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Real Time Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
Monitors real-time business performance and makes necessary skilling and staffing changes
Supports attendance lines and occurrence entries
Fields requests from internal customers for offline time
Other duties as assigned
NATURE AND SCOPE:
Typically reports to the Real Time Supervisor Responsible for helping others and providing on-the-job training or guidance
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant condition would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.