UnifyCX is growing and looking for a RTA to join our motivated and ambitious team in Barranquilla

What Will You Do?

Monitor

Demand Patterns - Contact Volume, handle time per contact, Staff requirement for multi-vendor operations
Supply Patterns – Shift Attendance, Staff Auxiliary Usage for planned and unplanned events on real time
External factors influencing demand and supply patterns for program real time which includes and not limited to network uptime/downtime, system application uptime/downtime and Natural calamities at the location

Detect & Alert

Understand the plan for execution for the business prior to business / shift start
Analyze the parameters, detect deviations to the planned metrics assumptions
Alert operational stakeholders responsible for execution on the operational floor

Notify

Communicate to stakeholders on deviations to the plan with associated risk to business
Identify resolution time and impact of deviation to operational execution and Service performance




Seek support from Management/operational stakeholders and communicate to Customer Success & Client POC Teams within TAT defined / Real Time

Engage & Escalate

For recurrent/high impact issues real time, engage with unifyCX operational stakeholders
Seek support/guidance from leadership teams within unifyCX WFM and Operations
Timely update on the progress / resolutions to the deviations on the planned assumptions

Resolve

Track and communicate roadblocks/deviations to parameter assumptions till permanent resolution
Monitor consistency of the impact on Service performance.
Summarize closure and communicate resolution and further findings to external and internal stakeholders along with the business summary for the business period

Coordinate And Execute

Real Time De-skilling / Skilling of resources basis volume demand
Planned/unplanned trainings Real Time to meet stakeholder requirements meeting SLA / line adherence requirements for the program

Who are you?

Graduate in any discipline

📌 RTA (Barranquilla)
🏢 unifyCX
📍 Barranquilla