Job Description
Real Time Manager – (220001E1)
CWT is one of the world’s leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.
Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.
In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.
Position overview
Traveler Experience (TX) is seeking a Real-Time Manager
The Real-Time Manager is responsible and accountable for optimizing service level and cost management on a real-time basis for a scope of approximately x FTE. In addition to creating game plans for each operational day, the Real-Time Managers work to ensure that the right people are in the right place at the right time. The Real Time Manager has authority to increase or decrease staffing levels throughout the day for their assigned scope.
This role requires great attention to detail, the ability to work closely with frontline counselors as well as managers and site directors as well as sound decision-making and judgment to maintain the proper balance between meeting the expectations of our travelers and travel arrangers, achieving service levels to avoid SLA penalties and minimizing labor costs to keep cost per transactions at or below goal.
As such, Real-Time Managers are responsible for making decisions throughout each day based on internal (absenteeism, system outages, etc.) as well as external factors (weather, irregular operations, etc.). As the day unfolds, the Real Time Manager authorizes additional hours or overtime, Leave without Pay (LWOP) as well as changes to employee breaks, schedules and training. In addition, the Real Time Manager synthesizes statistical data as well as feedback from site employees to document actions taken and outcomes to drive continuous improvement.
Position Description
Main Responsibilities
- Monitor real time and historical contact center data, including call volumes, staffing, workload, historical call trends and key performance indicators to proactively adjust staffing levels to balance service level delivery and cost control.
- Lead site huddle meetings to ensure staff is proactively prepared for the expected events of the day.
- Partner with Workforce Management and Traveler Services to develop recommendations on ways to systemically improve results based on data.
- Make recommendations to consolidate or cross train frontline counselors to reduce skill changes.
- Review and manage additional hours and overtime, as well as LWOP opportunities and goals, including adjusting unscheduled hours during the payroll week.
- Review and document network impacting events such as weather, outages, and increased flight cancelations.
- Review and respond to employee schedule trade requests and real time emails via Moxie.
- Assist Workforce Management and site leadership with the annual time off bid.
#LI-Remote
Qualifications
Position Requirements
Education
- Bachelor’s degree preferred
Experience
- Minimum of 3 years working in a call center environment.
License or Certification
- Lean Six Sigma Green Belt Certification preferred
For Costa Rica Candidates only
- Full vaccination scheme (ID and QR will be required)y pregunt
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
CWT is fully committed to the health and wellbeing of its employees. CWT can only offer employment to those applicants in the United States that are fully vaccinated.
As part of the application and / or offer process, you will be asked to provide evidence of your vaccination or exemption status and this evidence will be retained in your personnel records.
Primary Location: CR-Costa Rica
Other Locations: CA-Canada, US-United States
Work from home: Yes
Employment type: Standard
Job Family: Travel Operations
Scope: Regional
Travel: No
Shift: Variable
Organization: TX_Operations_GSC
Experience Level: 3 to 5 years