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Real Time Coordinator (Job ID 2114650)

Wichita, Kansas

Category Contact Center
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Company Overview:

At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

Position Summary

The Real Time Coordinator role is responsible for function-based real-time queue management, schedule maintenance, and skilling strategy execution.

Position Responsibilities: 

Monitor Performance

  • Provide real-time performance management for their Segment by addressing intraday staffing gaps, and escalating staffing deficiencies to leadership

  • Monitor call routing across their Segment

  • Troubleshoot, triage, and analyze Segment performance issues and appropriately initiate resolution steps

Communication

  • Provide communication to and from Operations and other support departments for escalation of service-impacting issues

  • Follow process of documenting and reporting Call Center floor issues to IT, Telecom, CD/Ops Desk, via Incident Log, Daily Report and real time work tickets as needed

  • AHOD status of Segment

  • Collaborates with Shift Manager up to Function Director on any requests for staffing backup from other Segments.

  • Communicate any changes in direction from CXO employee communications

Route and Prioritize Activity

  • Understand the contact delivery paths and how the contact routing impacts the staffing plan and the complexities related to multi-skills and contact overflows

  • Change and update alarm priorities for Outbound Groups (if within applicable Segment)

Accountable for directing and executing on Segment skilling adjustments across all shifts to meet current business metrics and goals

Pod Responsibilities

  • Real-Time Management (Hold/AUX/etc.) – Direct to Agent

  • Pod Exceptions (All types)

  • Ad-hoc decision-making (Aux usage, 1x1s, LMS, Trainings, etc.)

  • Call outs (Primary)

  • Identify pockets of opportunity throughout the day for training, meetings, and other off phone activity

  • Other duties as assigned

Education/Certification: 

  • High school diploma or GED required.  Two-year college degree preferred.                                                              

  • Minimum 3+ years of relevant experience 

  • Detail-oriented with strong written and oral communication skills

  • Ability to convey concepts & processes accurately, clearly, and concisely

  • Basic knowledge of computer applications, specifically Mastermind, Informix and Windows-based programs    

  • Must have ability to assess a situation, make sound judgments and execute solutions timely

ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

Location:

Wichita, Kansas

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