Real Time Administrator

Home Depot Kennesaw, GA
POSITION PURPOSE

The Real Time Administrator is responsible for the intraday monitoring and analysis of incoming call volume patterns through a workforce management software application. This individual will make decisions to improve real time performance based on observed call center metrics. Additional responsibilities include attendance tracking and responding to requests from operations.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES:

Additional responsibilities include attendance tracking and responding to requests from operations.Provides phone and email technical support to HD Blue Pumpkin users.

Participates in meetings with leadership, Blue Pumpkin and system administrator on trends for both current issues and enhancement requests.

Monitors real-time call activity and makes necessary skilling and staffing changes

Maintains mailboxes and responds to email within 24 hours

Other duties as assigned.

NATURE AND SCOPE

Typically reports to the Real Time Supervisor

Responsible for helping others and providing on-the-job training or guidance

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

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

Additional Environmental Job Requirements:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

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

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Education Required:

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

Years of Relevant Work Experience: 2 years

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.

Preferred Qualifications:

Previous Workforce Management experience.

Intermediate ability to use MS Office Suite products

Previous technical support or help desk experience

Previous Blue Pumpkin experience

Bachelor's degree preferred

Knowledge, Skills, Abilities and Competencies:Call Center Experience

Analytical thinking

Strong verbal and written communication skills

Strong Interpersonal Skills

Ability to train technical and workforce skills

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