Real-Time Monitoring Specialist

at  Just eat Takeawaycom

HUNGRY FOR A CHALLENGE?

That’s good, because at Just Eat Takeaway.com (JET) we have abundant opportunity or as we say, everything is on the table. We are a leading global online food delivery marketplace. Our tech ecosystem connects millions of active customers with hundreds of thousands of connected partners in countries across the globe.
Our vision is to empower everyday convenience for our restaurant partners and consumers .
Our Customer Service department in Wrocław is growing at a rapid pace and Just Eat Takeaway.com / Pyszne.pl is constantly developing further. We are now looking for you as our new Real-Time Monitoring Specialist to allow our Customer Service teams to get to the next level.

ALL ABOUT THE ROLE

The Real-Time Monitoring Specialist is a key member of the WFM team, responsible for ensuring customer and business expectations are achieved. Monitoring all call and agent activity the RTA demonstrates knowledge in real time management and exhibits strong decision-making skills in executing real time action plans. They are analytical in nature and have an ability to apply critical thinking. They build solid relationships with our internal cross-functional teams.

THESE ARE SOME OF THE KEY INGREDIENTS TO THE ROLE

• Ensure adherence to agent schedules.
• Input intraday corrections and exceptions into systems for agent time off and absences.
• Monitor inbound volume for unusual activity to ensure staffing needs are met.
• Recognize abnormal scheduling issues and escalate, as necessary.
• Initiate and coordinate trouble tickets and escalate issues as required.
• Prepare standard and ad hoc reports for agent availability effectiveness.
• Monitors and resolve agent availability concerns via face-to-face communications, phones, and messaging applications with Supervisors and command centers where applicable.
• Be an ambassador for the Centralized WFM function for Intraday Management.
• Help develop WFM staff to enhance performance delivery, meet KPI obligations and maximize staff retention.
• Act as Primary point of contact during BCP.
• Assist your WFM colleagues when needed.