The Real Time Administrator at the PRO Support Center is responsible for the analysis of key factors driving intra-day staffing, customer experience (service levels) and associate productivity. Strong analytical skills and the ability to work independently are key factors of success. The real time administrator is accountable for data driven decisions based on established guidelines to drive efficiency and customer experience at the PRO Support Center.

Key Responsibilities:

• 50% Responsible for reacting to forecast variances that impact customer experience
• 10% Special projects and initiatives relevant to the PRO Support Center
• 40% Drives service level results for inbound customer contacts and Determine ideal times to conduct off-line activities to ensure business continuity and service metrics are achieved

Direct Manager/Direct Reports:

• This position reports to the Supervisor
• This position has 0 Direct Reports

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• No Travel Required

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Demonstrated project management skills
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 7

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Drives Results