Real Time Supervisor

Job description

Job Description

Real Time Supervisor

Position Description
An exciting part time opportunity for an enthusiastic, outgoing person to join the Service Desk Planning and Scheduling team on a 6-month fixed term contract. (With the chance of extension)

Hours of cover

• 23 hours a week

• Monday – Friday

• 8am – 6pm

Main tasks and objectives

Service Desk Real Time Supervisor is required to:

• Manage service level performance by managing the client queues on a day to day basis

• Liaise with the Planning & Scheduling lead, Team managers and Operation Directors to establish client/service priorities each day

• Monitor and react to unplanned shrinkage

• Work closely with the Team Mangers and Operation Directors to manage the transfer of staff between clients as required

• Monitor call volumes, highlight areas of failures in real time, action skill changes in the Avaya platform, and create intraday staffing schedules in Verint WFO

• Record and monitor outages impacting daily volume and manage the impact on performance by making necessary adjustments, (overtime, break changes, etc.) as well as recording RAD notification messages

• Create and update user profiles in Verint WFO and the Avaya platform, including skilling changes as required

• To have an overall view and management of schedule adherence using Verint WFO, highlighting any issues to the Operations Directors, Team Managers and the Senior Service Desk Operations Director.

• Working closely with Team Mangers and Operation Directors to highlight any individuals with poor timekeeping and attendance, and to highlight areas of concern such as call avoidance

Deliverables:

• Highlight areas of OLA failures through daily issues log

• Demonstrate a professional manner

• Demonstrate compliance against all KPIs

• Record and document unplanned shrinkage

• Action changes resulting in impacts of unplanned shrinkage

• Administer Verint WFM software changes

• Administer the Avaya platform

Your future duties and responsibilities

Required qualifications to be successful in this role

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Skills

Reference

745746