UnifyCX is growing and looking for a RTA to join our motivated and ambitious team in Barranquilla!
What Will You Do?
Monitor:
· Demand Patterns - Contact Volume, handle time per contact, Staff requirement for multi-vendor operations
· Supply Patterns Shift Attendance, Staff Auxiliary Usage for planned and unplanned events on real time
· External factors influencing demand and supply patterns for program real time which includes and not limited to network uptime/downtime, system application uptime/downtime and Natural calamities at the location
Detect & Alert:
· Understand the plan for execution for the business prior to business / shift start
· Analyze the parameters, detect deviations to the planned metrics assumptions
· Alert operational stakeholders responsible for execution on the operational floor
Notify:
· Communicate to stakeholders on deviations to the plan with associated risk to business
· Identify resolution time and impact of deviation to operational execution and Service performance
· Seek support from Management/operational stakeholders and communicate to Customer Success & Client POC Teams within TAT defined / Real Time
Engage & Escalate:
· For recurrent/high impact issues real time, engage with unifyCX operational stakeholders
· Seek support/guidance from leadership teams within unifyCX WFM and Operations
· Timely update on the progress / resolutions to the deviations on the planned assumptions
Resolve:
· Track and communicate roadblocks/deviations to parameter assumptions till permanent resolution
· Monitor consistency of the impact on Service performance.
· Summarize closure and communicate resolution and further findings to external and internal stakeholders along with the business summary for the business period
Coordinate and execute:
· Real Time De-skilling / Skilling of resources basis volume demand
· Planned/unplanned trainings Real Time to meet stakeholder requirements meeting SLA / line adherence requirements for the program
Who are you?
Graduate in any discipline.
1 to 3 years of experience in outsourcing and Customer experience industry.
Good Mathematical ability to identify co-relation between numbers and corresponding impact to Business.
Ability to create reports in spreadsheets (MS Excel, Google Spreadsheets).
Ability to multi-task, actively engage multiple stakeholders on real time.
Self-disciplined to monitor and drive Adherence to staff plans on the operation floor.
Good with Oral and Written communication skills.
Who We Are?
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.