Real Time Administrator, Workforce Management

The Real-Time administrator is responsible for monitoring service levels across telephony and digital platforms, identifying risks to operational performance and executing business processes to mitigate risks to service. The successful candidate will be (or rapidly become) proficient in WFM and telephony platforms. 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, in writing and verbally. The workload is very detail-oriented and central to the delivery of Accolade’s services.

Working hours: 13:30 - 22:00 CET (Monday - Friday).

Hybrid role with 1 year contract (possibility to extend)

Start date: October 1st / November 1st

A day in the life…

• Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure

• Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities

• Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue

  • Minimize the general over- and under-serving of accounts

  • Minimize fire drills to recover service levels

• Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules

• Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

• Escalate systems-related issues, as appropriate

What we are looking for…  

• 2 years minimum related experience preferred or equivalent combination of education and experience.

• Knowledge of telephony and WFM systems is preferred, but not required.

• Strong knowledge of Microsoft Excel is preferred; basic knowledge of Microsoft office applications (Outlook, Word) is required.

• Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.

• Detail-oriented, inquisitive, enjoys problem-solving.

• Proven ability to ‘roll up your sleeves’ and make a contribution quickly.

• Operates from a perspective of truly caring about and creating value for our clients (internal and external).

• Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions

While working in Accolade you will enjoy the following benefits:

• Stock Options Purchase Programme

• 5 weeks of paid vacation

• 6 personal days per year (prorated start between Jan-June=6, July-December=3)

• Card Gastro in value of 130 CZK per working day (without employee contribution)

• Card Flexi in value of 750 CZK per month or Multisport Card

• Pluxee Flexi Pass Card in value of 350 CZK per month for all employees

• Head Space Emotional Support app (www.ginger.com)

• Carrot – support on family forming journey (www.get-carrot.com)

• uLekare.cz (www.ulekare.cz)

• Yoga Classes with a contribution

• 1 paid day off for volunteerism per year