Scheduler / RTA

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica. Apply Now!

Job Summary:

Iterum BPO is opening in Jamaica, we are seeking talented and GOOD people to help us in the delivery of exceptional customer experiences, GOOD people who will be willing to grow with us and expand to new horizons always guaranteeing the extra mile, delivered.

Job Description:

 The key responsibilities of a Scheduler / RTA will include monitoring the service levels, occupancy and contact volume of the phone operations department and analyzing staff trends to ensure daily resource coverage

What would be your role and responsibilities

Scheduler / RTA responsibilities include but are not limited by the ones described as follows.

Primary Responsibilities

• Must be able to use Microsft Excel to complete daily tasks .
• Daily, weekly, monthly, and yearly forecasts for a variety of product lines and customers
• Maintain constant communication with Operations teams to provide recommendations for staffing adjustments and reassignments
• Manage the distribution of call volume and workloads for all work streams
• Process schedule trade requests for posted schedules
• Collaborate with Network Operations Center to monitor real time performance and adjust schedules and
• offline activities to optimize patient experience
• Provides key recommendations to management with respect to short team and long term strategies for ensuring optimal service levels
• Perform continual analysis of performance and conduct forecasting to make necessary adjustments according to Company standard
• Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
• Meet and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost-effective environment

What do we need:

• Must have excellent English and solid oral and written communication skills
• Proficient computer skills including MS Office.
• Strong attention to detail skills
• Bachelor’s degree preferred
• Experience in workforce forecasting and planning
• Call Center workforce management experience preferred
• Strong foundation in mathematics and statistics
• Capable of presenting to senior leadership
• High energy level, enthusiastic, and eager to do what is necessary to be successful Excellent problem analysis, problem-solving skills and ability to be creative in solving technical problems.
• Strong problems solving skills with the ability to proactively identify and prevent potential problems.
• Highly goal oriented and results driven to ensure meeting department goals
• Ability to focus on deadlines and deliverables with strong organizational and multitasking skills
• Excellent interpersonal, public presentation, written and communication skills
• Computer literacy in Microsoft Office: Windows, Excel, Word, PowerPoint
• Willing to work unpredictable hours and work against deadlines

What we offer:

• Permanent full-time employment
• Health Insurance - Medical, Dental
• Transportation - Centralized Pick-ups and Drop-offs
• Investment in your development with ongoing development programs.
• Opportunities to grow with the company.
• Time off - Paid vacation

 All Applicants MUST:

• Submit a detailed work history (CV)
• Present a valid Government issued photo ID, Birth Certificate, TRN, NIS, Original Proof of Qualifications
• MUST HAVE AN ACTIVE BANK ACCOUNT (NCB, CIBC, SCOTIABANK)
• Must be able to work onsite. 
• Must be flexible to work ANY Full-Time Shift including weekends and holidays.
• Must be flexible to work any 8-hour shift within 24 hours, any 5 days of the week. 
• Have a clean Police Record.
• Open to completing a thorough background check.
• Open to completing drug screening. 

Only shortlisted candidates will be contacted.