Transcom

Real Time Monitoring Specialist (RTM) is responsible for providing the necessary support for the functioning of customer support, ensuring that, in accordance with the workload, agents are engaged in the most efficient way, creating conditions for delivering exceptional customer support. The RTM manages and monitors a specific number of agents across different communication channels and also oversees various processes, performing daily administrative tasks quickly, effectively, and in line with company goals.

Join us as a Real Time Monitoring Specialist!

Your main responsibilities will include:

• Managing and supervising real-time communication channels: chat / email
• Providing support to agents through the appropriate communication channel, such as phone or email
• Managing agent resources on a daily basis
• Analyzing performance and delivering reports to the management team
• Balancing employee relations across different communication channels: chat / email
• Delivering detailed reports and quality information in the form of real-time reports regarding the performance of customer support
• Creating and presenting reports on a regular and ad hoc basis
• Communicating quickly and efficiently with agents to achieve expected support delivery values
• Suggesting overtime engagement for agents as needed
• Leading effective communication on resource management with the client
  
  

What you can expect:

• You will receive an organized introduction through a structured onboarding process and dedicated mentors
• You will have all the necessary equipment and devices to perform your job effectively and creatively
• Attractive salary
• Ability to grow and learn new skills 
  
  

What we expect from you:

• Analytical skills and problem-solving abilities
• Flexibility, support, and the initiative to drive changes and solutions
• Excellent knowledge of English language
• Developed organizational skills, including the ability to prioritize work effectively
• Developed judgment skills
• Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and kindly)
• You enjoy supporting others and have the ability for self-motivation
  
  

What life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.