Job expirat
Purpose of the position:
The Real Time Analyst is the person responsible for the centralized tasks of Adherence and Attendance monitoring and managing productivity and attitude of the CSR’s for assigned projects or sites. The position is hierarchically located under a Supervisor WFM Shared Production Center.
The purpose of the position is to handle centralized tasks of schedule adherence, attendance and real time productivity.
Key tasks:
• Processing and approval (in consultation with WFM Traffic) of tickets (requests) from operation to WFM regarding (preferred) changes to the published schedule.
• Processing attainment exceptions in the schedule of the CSR.
• Processing changes to the schedule, directed by WFM Traffic and inform when required the CSRs about this change
• Performs all other duties as assigned
• The WFM RTA performs various activities in close consultation and collaboration with WFM Traffic.
• Outside the WFM department the WFM RTA collaborate and has frequent contact with operational management, WFM Adherence Clerk, team leaders and CSRs regarding exception code and real time schedule change requests.
• Intermediate / Higher Vocational Education, preferably economics, logistics, infor-mation management, statistics, communication or mathematics
• Basic Excel experience/knowledge
• Experience with and/or knowledge about customer care departments and processes
• Punctual and accurate work methods.
• Analytical abilities
• Customer orientated and self-assured communication and way of working
• Ability to organize and coordinate tasks/work
• Advanced Written and verbal communication skills (English and local language)
• Communication
• Analytical abilities
• Power of persuasion
• Building trust
• Initiative
• Teamplayer
• Result oriented
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
