Real Time Coordinator (Job ID 2114650)
Category Contact Center
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.
The Real Time Coordinator role is responsible for function-based real-time queue management, schedule maintenance, and skilling strategy execution.
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
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
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
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