Workforce – Real Time Management Coordinator

In this entry level position, you will help ensure we have resources in place to answer contacts from our members as quickly and efficiently as possible.  You will assist in balancing our employee and member experience, while driving our key business results.  This position requires the ability to make decisions independently, and the ability to communicate with all levels of the organization, from entry level to senior management.

**This role can be performed remotely with limited travel**

Main Responsibilities:

• Monitor real-time contact volume queues for inbound member interactions to ensure service level and response time objectives are met.
• Real-time monitoring of agent performance, reporting concerns for on-the-spot resolution. Work closely with Contact Center leadership to identify and resolve over-arching trends.
• Assist with work avoidance reporting.
• Update schedules within the WFM software noting exceptions, recording absenteeism and schedule changes.
• Schedule off-phone events such as meetings and training based on projected workload and coverage
• Approve/deny PTO submissions based on minimum staffing rules and business impact
• Process schedule trade requests
• Escalate systems-related issues and communicate status updates as appropriate
  • Track, monitor, and communicate all system issues and downtime
• Performs any other related duties as required or assigned

Skills and Qualifications:

• 1+ years experience working in a call center environment.
• Previous Workforce Management experience is considered a plus
• A willingness to learn new software applications and adapt in a fast pace environment
• Demonstrate sound work ethic
• Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required
• Ability to use, manipulate, and interpret data to inform decisions.
• Ability to multi-task, focus and complete reports for extended periods of time
• Detail-oriented, inquisitive, enjoys problem-solving, flexible and adaptable to a changing and evolving environment
• Experience working in Zendesk, Agyle a plus.
• Available to work evenings and weekends
• Must be currently meeting or exceeding performance goals and not on a PIP within the last 6 months.

Personal Attributes:

• Ability to take initiative
• Flexible team player with a positive attitude
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure with multiple deliverables
• Capable of managing multiple, simultaneous projects
• Must be friendly and professional with a positive attitude
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Exceptional communication skills with a drive to affect positive change in a collaborative environment
• Problem solving skills
• Excellent attendance record

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other