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Real Time Support Specialist - Workforce Management - Remote

Posted 2 days ago
Customer Service
Full Time
USA
$36,000 - $58,000/year

Overview

The Real Time Support Specialist focuses on real-time adherence and scheduling within the contact center, ensuring optimal service delivery and operational efficiency.

In Short

  • Oversee daily call flow operations for multiple groups.
  • Monitor and analyze daily activity of contact centers.
  • Produce reports for senior management.
  • Utilize workforce management tools for real-time adherence.
  • Make staffing adjustments to meet service goals.
  • Generate and distribute performance reports.
  • Act as a point of contact for escalations.
  • Collaborate with teams to resolve operational issues.
  • Support technology systems and troubleshoot issues.
  • Analyze performance metrics to identify trends.

Requirements

  • Bachelor's Degree or equivalent work experience in Finance or Business.
  • 2+ years of experience in workforce management functions.
  • Strong knowledge of workforce management software.
  • Good working knowledge of Excel.
  • Ability to work independently and in a team.
  • Excellent interpersonal skills.
  • Knowledge of financial services regulatory environment.
  • Ability to adapt to changing workloads.
  • Focused and reliable with a positive attitude.
  • Established work history or equivalent experience.

Benefits

  • Opportunities for personal and professional growth.
  • Supportive and engaging work culture.
  • Comprehensive benefits package.
  • Inclusive and accessible application process.
  • Commitment to employee development.

F.S.B.N

F8F Santander Bank N.A

F8F Santander Bank N.A. is a leading financial institution that serves both consumer and business clients across the United States. With a commitment to innovation and customer service, Santander Bank acts as a first point of contact for clients, assisting them with a variety of banking needs, including account management, transaction processing, and technical support. The bank emphasizes the importance of building strong relationships with customers and maintaining operational integrity while adhering to established policies and procedures. Santander values diversity and inclusion within its workforce, striving to create a supportive environment for all employees. The company is dedicated to making a positive impact on the lives of its clients and communities, embodying what it calls 'The Santander Effect.'

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