Enyel May 7th

May 07, 2026 16:00 · 31:59 · English · Whisper Turbo · 3 speakers
ཡིག་ཆ་འདི་ཕྱི་ཚེས་ ༡༥ ཉིན་མཇུག་བསྡུ་ནི་ཨིན་མས། གནས་བརྟན་གྱི་གནས་བཞག་གོང་འཕེལ་བཏང། →
Lecture Index
སྟོན་རྐྱངམ་ཅིག་
0:01
S… Speaker 1 (Enyel May 7th)
Doing good so far.
0:02
S… Speaker 1 (Enyel May 7th)
What about yours?
0:03
S… Speaker 1 (Enyel May 7th)
Very good,
0:04
S… Speaker 1 (Enyel May 7th)
very good.
0:05
S… Speaker 2 (Enyel May 7th)
I mean, you're the first caller today,
0:07
S… Speaker 2 (Enyel May 7th)
so hopefully everything goes well.
0:10
S… Speaker 2 (Enyel May 7th)
And so,
0:12
S… Speaker 2 (Enyel May 7th)
Angel, nice talking to you again.
0:15
S… Speaker 2 (Enyel May 7th)
So, how did it go with the tests?
0:18
S… Speaker 3 (Enyel May 7th)
I think it went well.
0:21
S… Speaker 3 (Enyel May 7th)
It's been a while since I haven't
0:25
S… Speaker 3 (Enyel May 7th)
taken an English -level test,
0:28
S… Speaker 3 (Enyel May 7th)
and they gave me the CY,
0:29
S… Speaker 1 (Enyel May 7th)
so...
0:30
S… Speaker 1 (Enyel May 7th)
Feeling good.
0:31
S… Speaker 2 (Enyel May 7th)
Amazing,
0:32
S… Speaker 1 (Enyel May 7th)
amazing.
0:32
S… Speaker 2 (Enyel May 7th)
Yeah, I saw the results.
0:34
S… Speaker 2 (Enyel May 7th)
I'm not sure if the information
0:38
S… Speaker 2 (Enyel May 7th)
the recruiters gave me is correct,
0:40
S… Speaker 2 (Enyel May 7th)
but in the comprehension,
0:41
S… Speaker 2 (Enyel May 7th)
reading and comprehension,
0:42
S… Speaker 2 (Enyel May 7th)
do you remember that says the last 51 minutes or 52 minutes?
0:46
S… Speaker 1 (Enyel May 7th)
Yes.
0:48
S… Speaker 2 (Enyel May 7th)
You scored B1,
0:50
S… Speaker 2 (Enyel May 7th)
I believe.
0:51
S… Speaker 2 (Enyel May 7th)
But I'll check again
0:55
S… Speaker 2 (Enyel May 7th)
and then confirm with you if you have to retake it,
0:59
S… Speaker 2 (Enyel May 7th)
specifically that one.
1:02
S… Speaker 2 (Enyel May 7th)
I know you know it's it's you know it's a very long assessment because it has
1:06
S… Speaker 2 (Enyel May 7th)
many tests in it that's like around two
1:10
S… Speaker 2 (Enyel May 7th)
hours and a half right yeah so
1:14
S… Speaker 3 (Enyel May 7th)
I was tired by that one yeah
1:17
S… Speaker 2 (Enyel May 7th)
So, and yeah,
1:19
S… Speaker 2 (Enyel May 7th)
I'm here today to ask you a few questions so that I can collect enough information
1:23
S… Speaker 2 (Enyel May 7th)
that I can share with operations so they know a little bit about you and your experience.
1:27
S… Speaker 2 (Enyel May 7th)
So I'll be asking around 10 questions only.
1:30
S… Speaker 2 (Enyel May 7th)
I might ask,
1:32
S… Speaker 2 (Enyel May 7th)
you know, questions around whatever answer
1:36
S… Speaker 2 (Enyel May 7th)
you give me to have a better understanding of.
1:39
S… Speaker 1 (Enyel May 7th)
your answers,
1:40
S… Speaker 2 (Enyel May 7th)
but it's basically only 10 questions.
1:42
S… Speaker 2 (Enyel May 7th)
If you give me enough information,
1:44
S… Speaker 2 (Enyel May 7th)
I can basically generate that feedback for operations correctly.
1:48
S… Speaker 2 (Enyel May 7th)
So let's start off by asking you about
1:52
S… Speaker 2 (Enyel May 7th)
your daily duties.
1:54
S… Speaker 2 (Enyel May 7th)
I'm not sure if you can explain to me how you keep track of what's happening
1:58
S… Speaker 2 (Enyel May 7th)
in the call center during your shift as a real -time analyst.
2:09
S… Speaker 3 (Enyel May 7th)
I'm sorry,
2:09
S… Speaker 1 (Enyel May 7th)
the question was,
2:10
S… Speaker 3 (Enyel May 7th)
what are my daily duties in the department?
2:13
S… Speaker 3 (Enyel May 7th)
That's basically it,
2:16
S… Speaker 2 (Enyel May 7th)
right? Yeah, as an RTA.
2:17
S… Speaker 2 (Enyel May 7th)
You know this is an RTA position.
2:19
S… Speaker 2 (Enyel May 7th)
I know you had another position,
2:21
S… Speaker 2 (Enyel May 7th)
which is workforce analyst.
2:22
S… Speaker 2 (Enyel May 7th)
So I want to know,
2:22
S… Speaker 2 (Enyel May 7th)
like, I'm not sure if you can probably describe to me a regular
2:26
S… Speaker 2 (Enyel May 7th)
or typical real -time analyst day.
2:30
S… Speaker 1 (Enyel May 7th)
Oh,
2:32
S… Speaker 1 (Enyel May 7th)
yeah.
2:32
S… Speaker 3 (Enyel May 7th)
The RTA main responsibilities are...
2:37
S… Speaker 3 (Enyel May 7th)
Basically keep a look on Attendance make
2:42
S… Speaker 3 (Enyel May 7th)
sure that everyone's is where they are supposed to be at the
2:46
S… Speaker 3 (Enyel May 7th)
exact time Follow up in others
2:50
S… Speaker 3 (Enyel May 7th)
and others to review that we are Attached
2:55
S… Speaker 3 (Enyel May 7th)
to our forecast all the time and make sure that everyone
3:00
S… Speaker 3 (Enyel May 7th)
is Aligned
3:04
S… Speaker 3 (Enyel May 7th)
when it comes to
3:07
S… Speaker 1 (Enyel May 7th)
For example,
3:08
S… Speaker 3 (Enyel May 7th)
attendance or in some cases,
3:10
S… Speaker 3 (Enyel May 7th)
take care of the AHD.
3:12
S… Speaker 3 (Enyel May 7th)
And they focus on all real -time operations
3:17
S… Speaker 3 (Enyel May 7th)
when it comes to the agents on the phone
3:21
S… Speaker 1 (Enyel May 7th)
or doing back
3:25
S… Speaker 1 (Enyel May 7th)
office work.
3:26
S… Speaker 1 (Enyel May 7th)
Very good.
3:27
S… Speaker 2 (Enyel May 7th)
So what numbers or metrics do you watch the most as
3:31
S… Speaker 2 (Enyel May 7th)
an RTA on a daily basis?
3:33
S… Speaker 2 (Enyel May 7th)
You mentioned under and over,
3:35
S… Speaker 2 (Enyel May 7th)
but what else do you watch as an RTA?
3:39
S… Speaker 3 (Enyel May 7th)
Um, you take care of,
3:41
S… Speaker 3 (Enyel May 7th)
um,
3:42
S… Speaker 3 (Enyel May 7th)
that's related to
3:46
S… Speaker 1 (Enyel May 7th)
the, uh,
3:47
S… Speaker 3 (Enyel May 7th)
headcount,
3:49
S… Speaker 3 (Enyel May 7th)
that we have the right headcount at the exact 10th time that we
3:53
S… Speaker 3 (Enyel May 7th)
needed, absenteeism,
3:54
S… Speaker 3 (Enyel May 7th)
um,
3:56
S… Speaker 3 (Enyel May 7th)
AHD,
3:57
S… Speaker 3 (Enyel May 7th)
hold times.
3:58
S… Speaker 3 (Enyel May 7th)
Um,
3:59
S… Speaker 3 (Enyel May 7th)
those are basically the things that an RTA
4:04
S… Speaker 3 (Enyel May 7th)
needs to be focused on in real time.
4:09
S… Speaker 1 (Enyel May 7th)
What else,
4:10
S… Speaker 1 (Enyel May 7th)
for example,
4:11
S… Speaker 3 (Enyel May 7th)
that we are,
4:13
S… Speaker 3 (Enyel May 7th)
when it comes to absenteeism,
4:15
S… Speaker 3 (Enyel May 7th)
that we are following
4:20
S… Speaker 3 (Enyel May 7th)
what we forecasted and so
4:24
S… Speaker 3 (Enyel May 7th)
complying with the threshold forecasted
4:28
S… Speaker 3 (Enyel May 7th)
by the scheduling team
4:33
S… Speaker 3 (Enyel May 7th)
and so on.
4:34
S… Speaker 1 (Enyel May 7th)
The role is kind
4:39
S… Speaker 3 (Enyel May 7th)
of simple because we just need to make sure that
4:43
S… Speaker 3 (Enyel May 7th)
Or make sure or guard that whatever
4:47
S… Speaker 3 (Enyel May 7th)
the scheduling team and the
4:51
S… Speaker 1 (Enyel May 7th)
forecast provided,
4:52
S… Speaker 3 (Enyel May 7th)
that our team is as close as
4:56
S… Speaker 3 (Enyel May 7th)
possible to that working hand -to -hand.
5:00
S… Speaker 2 (Enyel May 7th)
With operations,
5:00
S… Speaker 2 (Enyel May 7th)
I don't know if in Alplex,
5:03
S… Speaker 2 (Enyel May 7th)
the workforce management team is managed
5:08
S… Speaker 2 (Enyel May 7th)
by operations,
5:09
S… Speaker 2 (Enyel May 7th)
but normally the
5:14
S… Speaker 2 (Enyel May 7th)
work is with operations,
5:16
S… Speaker 2 (Enyel May 7th)
even though they are different departments,
5:18
S… Speaker 2 (Enyel May 7th)
but the daily interactions is with ops leader.
5:22
S… Speaker 2 (Enyel May 7th)
seeking for information on what is going on,
5:25
S… Speaker 2 (Enyel May 7th)
why do we have this big absenteeism today,
5:29
S… Speaker 2 (Enyel May 7th)
how can we address it and make sure that we are
5:33
S… Speaker 2 (Enyel May 7th)
getting answers before it hits.
5:37
S… Speaker 1 (Enyel May 7th)
What
5:42
S… Speaker 1 (Enyel May 7th)
systems or tools have you used in call centers?
5:44
S… Speaker 1 (Enyel May 7th)
How do you use them in a day -to -day work?
5:49
S… Speaker 2 (Enyel May 7th)
I've used Abaya,
5:50
S… Speaker 2 (Enyel May 7th)
IX,
5:51
S… Speaker 2 (Enyel May 7th)
59,
5:52
S… Speaker 2 (Enyel May 7th)
CX -1.
5:54
S… Speaker 2 (Enyel May 7th)
That's an internal tool,
5:56
S… Speaker 2 (Enyel May 7th)
but they sell it to other companies.
5:58
S… Speaker 2 (Enyel May 7th)
For example, Abaya is commonly used in the industry.
6:01
S… Speaker 2 (Enyel May 7th)
And with Abaya,
6:03
S… Speaker 2 (Enyel May 7th)
you can see in real time
6:07
S… Speaker 2 (Enyel May 7th)
what is going on on the funds.
6:08
S… Speaker 2 (Enyel May 7th)
And there you can check the holes,
6:13
S… Speaker 2 (Enyel May 7th)
agents connected,
6:14
S… Speaker 2 (Enyel May 7th)
for how long have they been connected.
6:19
S… Speaker 2 (Enyel May 7th)
pull up data to create absentee information based
6:23
S… Speaker 2 (Enyel May 7th)
on what we have scheduled versus at the time
6:27
S… Speaker 2 (Enyel May 7th)
that they log in ix is a scheduling tool
6:31
S… Speaker 2 (Enyel May 7th)
that we can use also for that that allow us
6:35
S… Speaker 2 (Enyel May 7th)
to change and create schedules and adapt
6:41
S… Speaker 2 (Enyel May 7th)
whatever the
6:45
S… Speaker 2 (Enyel May 7th)
the scheduler create initially to the day
6:50
S… Speaker 2 (Enyel May 7th)
to day needs of the company also five nine
6:54
S… Speaker 2 (Enyel May 7th)
is used for that too on that one we
6:59
S… Speaker 2 (Enyel May 7th)
track in real time whatever
7:03
S… Speaker 2 (Enyel May 7th)
is going on on the funds such as hold
7:07
S… Speaker 2 (Enyel May 7th)
talk time transfers
7:12
S… Speaker 2 (Enyel May 7th)
everything
7:15
S… Speaker 1 (Enyel May 7th)
Okay.
7:15
S… Speaker 1 (Enyel May 7th)
And have you heard of Amazon Connect before?
7:18
S… Speaker 1 (Enyel May 7th)
Have you used it or seen it?
7:20
S… Speaker 2 (Enyel May 7th)
I haven't seen it.
7:24
S… Speaker 2 (Enyel May 7th)
Not really.
7:25
S… Speaker 1 (Enyel May 7th)
Okay.
7:26
S… Speaker 1 (Enyel May 7th)
That's actually a platform that we utilize to manage workforce.
7:30
S… Speaker 1 (Enyel May 7th)
However,
7:30
S… Speaker 1 (Enyel May 7th)
it's not that much of a challenge
7:34
S… Speaker 1 (Enyel May 7th)
to learn the tool.
7:37
S… Speaker 1 (Enyel May 7th)
So what if you can find information before you
7:41
S… Speaker 1 (Enyel May 7th)
have the second interview?
7:43
S… Speaker 1 (Enyel May 7th)
on YouTube probably,
7:44
S… Speaker 1 (Enyel May 7th)
specifically how they use it for workers' management,
7:47
S… Speaker 1 (Enyel May 7th)
that would actually help.
7:48
S… Speaker 1 (Enyel May 7th)
So let's talk about staffing
7:53
S… Speaker 1 (Enyel May 7th)
adjustment.
7:53
S… Speaker 1 (Enyel May 7th)
Tell me about a time when call volume was higher or lower
7:57
S… Speaker 1 (Enyel May 7th)
than expected.
7:58
S… Speaker 1 (Enyel May 7th)
What did you do to handle it?
8:00
S… Speaker 2 (Enyel May 7th)
When that
8:04
S… Speaker 2 (Enyel May 7th)
type of situation happened,
8:07
S… Speaker 2 (Enyel May 7th)
we normally try to open OT for the teams or try
8:11
S… Speaker 2 (Enyel May 7th)
to adjust some schedules in case that the budget doesn't
8:15
S… Speaker 2 (Enyel May 7th)
allow us to.
8:17
S… Speaker 2 (Enyel May 7th)
We try to adjust schedules,
8:19
S… Speaker 2 (Enyel May 7th)
inform the operations that we need
8:23
S… Speaker 2 (Enyel May 7th)
to do a couple of changes and review the agent's availability
8:27
S… Speaker 2 (Enyel May 7th)
and check if,
8:29
S… Speaker 2 (Enyel May 7th)
for example,
8:30
S… Speaker 2 (Enyel May 7th)
the window that we are supposed to cover from 11
8:34
S… Speaker 2 (Enyel May 7th)
to 8 p .m.
8:36
S… Speaker 2 (Enyel May 7th)
We just try to move a few agents or
8:40
S… Speaker 2 (Enyel May 7th)
a few heads to the 805 and
8:45
S… Speaker 2 (Enyel May 7th)
Yeah, that's basically how it is handled.
8:47
S… Speaker 2 (Enyel May 7th)
We either open OT if the
8:52
S… Speaker 2 (Enyel May 7th)
budget allows to,
8:53
S… Speaker 2 (Enyel May 7th)
or try to move heads from one window to another.
8:57
S… Speaker 1 (Enyel May 7th)
Okay,
8:59
S… Speaker 1 (Enyel May 7th)
very good.
9:00
S… Speaker 1 (Enyel May 7th)
I'm not sure if you can probably give me specific examples about,
9:03
S… Speaker 1 (Enyel May 7th)
you know,
9:05
S… Speaker 1 (Enyel May 7th)
case scenarios where...
9:09
S… Speaker 1 (Enyel May 7th)
call volume was high and the call volume was lower.
9:13
S… Speaker 1 (Enyel May 7th)
I'm not sure if you can give me a specific example.
9:17
S… Speaker 1 (Enyel May 7th)
Do you remember of a time out of your experience when one
9:21
S… Speaker 1 (Enyel May 7th)
of these two
9:23
S… Speaker 1 (Enyel May 7th)
Happen in a production floor either the queue was high or either the
9:27
S… Speaker 1 (Enyel May 7th)
queue was low Yeah,
9:28
S… Speaker 2 (Enyel May 7th)
that it for example I had the opportunity to
9:33
S… Speaker 2 (Enyel May 7th)
ramp up an account and the forecast was not even close to
9:37
S… Speaker 2 (Enyel May 7th)
what we have in reality and that day -to -day was
9:41
S… Speaker 2 (Enyel May 7th)
that the I mean we have
9:45
S… Speaker 2 (Enyel May 7th)
the availability to open OT,
9:47
S… Speaker 2 (Enyel May 7th)
but sometimes we
9:51
S… Speaker 2 (Enyel May 7th)
try to create some sort of campaign that you have this amount
9:55
S… Speaker 2 (Enyel May 7th)
of OT it will give you these prices or
10:00
S… Speaker 1 (Enyel May 7th)
um that will depend a lot of how the operations
10:04
S… Speaker 1 (Enyel May 7th)
leaders decide how to handle it we give them the the ideas
10:08
S… Speaker 1 (Enyel May 7th)
of we can offer ot if we have
10:12
S… Speaker 1 (Enyel May 7th)
extremely or if we
10:16
S… Speaker 1 (Enyel May 7th)
if we really need it we just let's give
10:20
S… Speaker 1 (Enyel May 7th)
them a few prices for x amount of hours if you complete
10:25
S… Speaker 1 (Enyel May 7th)
three three hours outside of the nine hours you have to schedule today we'll
10:29
S… Speaker 1 (Enyel May 7th)
just
10:30
S… Speaker 1 (Enyel May 7th)
if you're these prices so if you have the the opportunity to win days
10:35
S… Speaker 1 (Enyel May 7th)
or or that for example that'll depend a lot of
10:39
S… Speaker 1 (Enyel May 7th)
what the operations decide if open ot
10:43
S… Speaker 1 (Enyel May 7th)
um when dft is
10:47
S… Speaker 1 (Enyel May 7th)
suspected is lower than
10:51
S… Speaker 1 (Enyel May 7th)
what we have that'll depend a lot but we have two options open
10:56
S… Speaker 1 (Enyel May 7th)
ot
10:57
S… Speaker 1 (Enyel May 7th)
or move a few schedules from one window to another
11:01
S… Speaker 1 (Enyel May 7th)
and for example when the call
11:06
S… Speaker 1 (Enyel May 7th)
volume low where we get a low call volume and
11:10
S… Speaker 1 (Enyel May 7th)
we have to give a few bgas voluntary go home and
11:14
S… Speaker 2 (Enyel May 7th)
so on okay very good
11:18
S… Speaker 3 (Enyel May 7th)
so let me ask you this if calls suddenly
11:22
S… Speaker 3 (Enyel May 7th)
increase and service level drops what are the first things
11:26
S… Speaker 3 (Enyel May 7th)
that you would do
11:29
S… Speaker 1 (Enyel May 7th)
the first thing call values
11:37
S… Speaker 1 (Enyel May 7th)
call value increase service level of course
11:41
S… Speaker 1 (Enyel May 7th)
it's gonna drop um we try to keep
11:46
S… Speaker 1 (Enyel May 7th)
uh
11:47
S… Speaker 1 (Enyel May 7th)
I'll send an email to keep all hands on deck.
11:50
S… Speaker 1 (Enyel May 7th)
Move breaks if
11:54
S… Speaker 1 (Enyel May 7th)
possible.
11:55
S… Speaker 1 (Enyel May 7th)
For example,
11:55
S… Speaker 1 (Enyel May 7th)
reach out to the agents or supervisors so they reach out to their agents that
12:00
S… Speaker 1 (Enyel May 7th)
we are all hands on deck time
12:04
S… Speaker 1 (Enyel May 7th)
so nobody can take breaks for a few hours.
12:07
S… Speaker 1 (Enyel May 7th)
And if needed,
12:10
S… Speaker 1 (Enyel May 7th)
we have to previously approve it.
12:14
S… Speaker 1 (Enyel May 7th)
open a few extra hours if
12:18
S… Speaker 1 (Enyel May 7th)
apps are approved and also move a few schedules
12:22
S… Speaker 1 (Enyel May 7th)
from one window to another
12:26
S… Speaker 1 (Enyel May 7th)
to cover those peaks.
12:30
S… Speaker 3 (Enyel May 7th)
Can you describe
12:34
S… Speaker 3 (Enyel May 7th)
a time to me when you had to handle several things at once
12:38
S… Speaker 3 (Enyel May 7th)
at work?
12:39
S… Speaker 3 (Enyel May 7th)
How do you stay organized and get everything done?
12:44
S… Speaker 1 (Enyel May 7th)
That's the day -to -day in real time,
12:46
S… Speaker 1 (Enyel May 7th)
too.
12:46
S… Speaker 1 (Enyel May 7th)
For example,
12:47
S… Speaker 1 (Enyel May 7th)
in those times that we
12:52
S… Speaker 1 (Enyel May 7th)
have this all -hands -on -deck mode,
12:54
S… Speaker 1 (Enyel May 7th)
we are supposed to be focused on what is going on in real time,
12:58
S… Speaker 1 (Enyel May 7th)
report it to the leaders,
13:00
S… Speaker 1 (Enyel May 7th)
send their emails,
13:01
S… Speaker 1 (Enyel May 7th)
get in contact with the supervisors,
13:03
S… Speaker 1 (Enyel May 7th)
and make sure that they are following
13:08
S… Speaker 1 (Enyel May 7th)
up on the all -hands -on -deck mode at that specific time.
13:13
S… Speaker 1 (Enyel May 7th)
um follow up with agents and also make sure that they
13:17
S… Speaker 1 (Enyel May 7th)
are following up the guidelines so yeah
13:21
S… Speaker 1 (Enyel May 7th)
that's basically the on those week
13:25
S… Speaker 1 (Enyel May 7th)
of the day -to -day operations that we need to be factors on
13:30
S… Speaker 1 (Enyel May 7th)
multiple teams that's how we do it we make sure that everything
13:34
S… Speaker 1 (Enyel May 7th)
is is going for that
13:39
S… Speaker 1 (Enyel May 7th)
everything that is happening is happening and at the same time report it to
13:43
S… Speaker 1 (Enyel May 7th)
the off leaders that they
13:45
S… Speaker 1 (Enyel May 7th)
so that they are aware of what is going on in real time and
13:50
S… Speaker 1 (Enyel May 7th)
of course that will come back with questions or how
13:54
S… Speaker 1 (Enyel May 7th)
we're handling that so that's it this report
13:58
S… Speaker 1 (Enyel May 7th)
make sure that what is going on doesn't
14:04
S… Speaker 1 (Enyel May 7th)
mess things up more than that they already
14:08
S… Speaker 1 (Enyel May 7th)
are and yep that's basically
14:13
S… Speaker 1 (Enyel May 7th)
it
14:14
S… Speaker 2 (Enyel May 7th)
Okay,
14:15
S… Speaker 2 (Enyel May 7th)
very good.
14:16
S… Speaker 3 (Enyel May 7th)
So you know that communication is extremely important,
14:18
S… Speaker 3 (Enyel May 7th)
specifically in this position where you'll be basically the point of contact
14:23
S… Speaker 3 (Enyel May 7th)
between supervisors and then in production floor and then your
14:27
S… Speaker 3 (Enyel May 7th)
superiors within workforce management.
14:29
S… Speaker 3 (Enyel May 7th)
So how do you inform
14:34
S… Speaker 3 (Enyel May 7th)
either your superiors and supervisors about a problem that all
14:38
S… Speaker 3 (Enyel May 7th)
of a sudden...
14:41
S… Speaker 3 (Enyel May 7th)
So I'm not sure if you probably have an example from your previous experience
14:45
S… Speaker 3 (Enyel May 7th)
where you had to correctly communicate with supervisors and also your
14:49
S… Speaker 3 (Enyel May 7th)
workforce management superiors.
14:51
S… Speaker 2 (Enyel May 7th)
Yeah,
14:54
S… Speaker 1 (Enyel May 7th)
for example, those peak hours that have
14:58
S… Speaker 1 (Enyel May 7th)
everything going on or
15:00
S… Speaker 1 (Enyel May 7th)
For example,
15:01
S… Speaker 1 (Enyel May 7th)
as service level drops,
15:03
S… Speaker 1 (Enyel May 7th)
we need to immediately reach out to email.
15:07
S… Speaker 1 (Enyel May 7th)
Normally,
15:08
S… Speaker 1 (Enyel May 7th)
we have an email,
15:09
S… Speaker 1 (Enyel May 7th)
or the team is supposed to have an email for escalations like that.
15:13
S… Speaker 1 (Enyel May 7th)
We have a picking service level,
15:15
S… Speaker 1 (Enyel May 7th)
this and this and this is happening,
15:17
S… Speaker 1 (Enyel May 7th)
and we are proceeding to do this and this and that.
15:21
S… Speaker 1 (Enyel May 7th)
And that way,
15:25
S… Speaker 1 (Enyel May 7th)
also,
15:26
S… Speaker 1 (Enyel May 7th)
we have chats.
15:28
S… Speaker 1 (Enyel May 7th)
to communicate that in email.
15:29
S… Speaker 1 (Enyel May 7th)
So aside of sending through emails,
15:32
S… Speaker 1 (Enyel May 7th)
you reach out through chat to make sure,
15:34
S… Speaker 1 (Enyel May 7th)
a direct message to make sure that they are aware of what is going on and that they're
15:38
S… Speaker 1 (Enyel May 7th)
actually working on whatever the solution at that time for the
15:42
S… Speaker 1 (Enyel May 7th)
issue is.
15:43
S… Speaker 1 (Enyel May 7th)
Okay.
15:45
S… Speaker 2 (Enyel May 7th)
Teamwork.
15:47
S… Speaker 2 (Enyel May 7th)
Teamwork is also very valuable specifically for this position as you'll
15:51
S… Speaker 2 (Enyel May 7th)
be working with many people as I mentioned previously.
15:53
S… Speaker 2 (Enyel May 7th)
I'm not sure if you can mention about a time when you worked with others,
15:57
S… Speaker 2 (Enyel May 7th)
either it'd be your
16:02
S… Speaker 2 (Enyel May 7th)
colleagues or probably supervisors or your superiors to fix a problem.
16:06
S… Speaker 2 (Enyel May 7th)
What do you do?
16:06
S… Speaker 1 (Enyel May 7th)
That's basically
16:11
S… Speaker 1 (Enyel May 7th)
the day -to -day of an RTA.
16:14
S… Speaker 1 (Enyel May 7th)
An RTA that sits in...
16:20
S… Speaker 1 (Enyel May 7th)
In his job is TRTA that always is
16:24
S… Speaker 1 (Enyel May 7th)
in close communication with the operations and also with leaders,
16:28
S… Speaker 1 (Enyel May 7th)
making sure that everything is
16:32
S… Speaker 1 (Enyel May 7th)
happening in the way that it is.
16:33
S… Speaker 1 (Enyel May 7th)
Sometimes they see you as the guard of
16:38
S… Speaker 1 (Enyel May 7th)
the time that you got to at some point with
16:43
S… Speaker 1 (Enyel May 7th)
the soft skills,
16:45
S… Speaker 1 (Enyel May 7th)
try to make sure that they
16:49
S… Speaker 1 (Enyel May 7th)
do what you want.
16:51
S… Speaker 1 (Enyel May 7th)
also on a friendly mode and yeah
16:56
S… Speaker 1 (Enyel May 7th)
i think that that same scenario that we already
17:00
S… Speaker 1 (Enyel May 7th)
described when we have a lot of things going on and we are supposed to
17:04
S… Speaker 1 (Enyel May 7th)
make sure that everyone is aligned with the guidelines and so
17:09
S… Speaker 1 (Enyel May 7th)
that's pretty much the same sample
17:13
S… Speaker 1 (Enyel May 7th)
i would say for example a peak
17:17
S… Speaker 1 (Enyel May 7th)
in service level a peak in absenteeism
17:21
S… Speaker 1 (Enyel May 7th)
The only way to solve that is by reaching out directly
17:25
S… Speaker 1 (Enyel May 7th)
to leaders and making sure that they are aware of the issue and
17:29
S… Speaker 1 (Enyel May 7th)
how the issue is going to impact our end
17:34
S… Speaker 1 (Enyel May 7th)
-of -month numbers so that we all work together to
17:38
S… Speaker 1 (Enyel May 7th)
somehow solve that and get
17:43
S… Speaker 1 (Enyel May 7th)
to a resolution.
17:45
S… Speaker 1 (Enyel May 7th)
Amazing.
17:46
S… Speaker 2 (Enyel May 7th)
You know that if you read the job description that I sent over to you through email,
17:50
S… Speaker 2 (Enyel May 7th)
you notice that we're looking for someone as well,
17:52
S… Speaker 2 (Enyel May 7th)
not only to do the job as an RTA,
17:54
S… Speaker 2 (Enyel May 7th)
but also if you notice that there are changes that can be applied to the
17:58
S… Speaker 2 (Enyel May 7th)
processes that we currently have or files that we are using or platforms
18:02
S… Speaker 2 (Enyel May 7th)
that we currently have.
18:04
S… Speaker 2 (Enyel May 7th)
You can always come up and your voice will be heard.
18:07
S… Speaker 2 (Enyel May 7th)
If you think that we can streamline one of these processes
18:11
S… Speaker 2 (Enyel May 7th)
or tools that we have,
18:13
S… Speaker 2 (Enyel May 7th)
definitely you can just inform your superiors and we definitely take
18:17
S… Speaker 2 (Enyel May 7th)
action towards that.
18:23
S… Speaker 2 (Enyel May 7th)
For that specific part of the job description,
18:25
S… Speaker 2 (Enyel May 7th)
which is basically one of the requirements and duties as well,
18:29
S… Speaker 2 (Enyel May 7th)
we would like you to keep an eye out there to understand if
18:33
S… Speaker 2 (Enyel May 7th)
you can streamline any of these tools or processes.
18:36
S… Speaker 2 (Enyel May 7th)
So, I'm not sure if you can give me an example.
18:38
S… Speaker 2 (Enyel May 7th)
Have you ever found a better way to do something at work?
18:42
S… Speaker 2 (Enyel May 7th)
What was it and what happened after?
18:44
S… Speaker 1 (Enyel May 7th)
Yes,
18:49
S… Speaker 1 (Enyel May 7th)
the improvement is something that we are...
18:54
S… Speaker 1 (Enyel May 7th)
working on a day -to -day basis,
18:56
S… Speaker 1 (Enyel May 7th)
but I didn't see your email.
18:58
S… Speaker 1 (Enyel May 7th)
I'm sorry.
18:59
S… Speaker 1 (Enyel May 7th)
I saw the job description,
19:02
S… Speaker 1 (Enyel May 7th)
but I didn't see your email.
19:03
S… Speaker 1 (Enyel May 7th)
But yes,
19:05
S… Speaker 1 (Enyel May 7th)
I've had the opportunity to ramp
19:09
S… Speaker 1 (Enyel May 7th)
up and ramp down a few accounts.
19:12
S… Speaker 1 (Enyel May 7th)
So that gives you the idea of
19:16
S… Speaker 1 (Enyel May 7th)
how processes are supposed to be.
19:18
S… Speaker 1 (Enyel May 7th)
For example,
19:20
S… Speaker 1 (Enyel May 7th)
scorecards.
19:22
S… Speaker 1 (Enyel May 7th)
Absentism reports,
19:24
S… Speaker 1 (Enyel May 7th)
whole highlights and whatever metrics the account
19:28
S… Speaker 1 (Enyel May 7th)
is supposed to follow or whatever threshold the team has.
19:31
S… Speaker 1 (Enyel May 7th)
So yes,
19:33
S… Speaker 1 (Enyel May 7th)
I have the opportunity to,
19:35
S… Speaker 1 (Enyel May 7th)
for example,
19:36
S… Speaker 1 (Enyel May 7th)
create a scorecard from scratch based on whatever guidelines
19:41
S… Speaker 1 (Enyel May 7th)
the team has.
19:42
S… Speaker 1 (Enyel May 7th)
And that's tough work.
19:45
S… Speaker 1 (Enyel May 7th)
But if communication is
19:50
S… Speaker 1 (Enyel May 7th)
key with operations,
19:52
S… Speaker 1 (Enyel May 7th)
I don't think that that could be a problem.
19:54
S… Speaker 1 (Enyel May 7th)
Okay,
19:58
S… Speaker 2 (Enyel May 7th)
very good.
19:58
S… Speaker 2 (Enyel May 7th)
So, you know,
19:59
S… Speaker 1 (Enyel May 7th)
attention.
20:00
S… Speaker 2 (Enyel May 7th)
To detail, since you're dealing with numbers and a huge
20:04
S… Speaker 2 (Enyel May 7th)
set of data,
20:05
S… Speaker 2 (Enyel May 7th)
so I want to know,
20:07
S… Speaker 2 (Enyel May 7th)
like, when you're working fast,
20:08
S… Speaker 2 (Enyel May 7th)
how do you make sure your numbers of reports are still correct?
20:12
S… Speaker 1 (Enyel May 7th)
For example,
20:15
S… Speaker 1 (Enyel May 7th)
in reports,
20:17
S… Speaker 1 (Enyel May 7th)
what I try to do is have
20:21
S… Speaker 1 (Enyel May 7th)
everything automated.
20:23
S… Speaker 1 (Enyel May 7th)
For example,
20:27
S… Speaker 1 (Enyel May 7th)
scorecards,
20:27
S… Speaker 1 (Enyel May 7th)
attendance reports,
20:29
S… Speaker 1 (Enyel May 7th)
and everything that could directly impact the ops numbers
20:34
S… Speaker 1 (Enyel May 7th)
or money,
20:35
S… Speaker 1 (Enyel May 7th)
like say,
20:36
S… Speaker 1 (Enyel May 7th)
HR will have that automated and make sure
20:40
S… Speaker 1 (Enyel May 7th)
that everyone is aligned on what is the formula behind.
20:44
S… Speaker 1 (Enyel May 7th)
So whenever we have any callouts,
20:47
S… Speaker 1 (Enyel May 7th)
you already know what is going on.
20:49
S… Speaker 1 (Enyel May 7th)
You know from the source of the numbers.
20:54
S… Speaker 1 (Enyel May 7th)
In a way for me to do that faster,
20:57
S… Speaker 1 (Enyel May 7th)
what I try to do is automate it.
20:58
S… Speaker 1 (Enyel May 7th)
So whenever I have to run one of those reports,
21:02
S… Speaker 1 (Enyel May 7th)
I just need to go to the raw data.
21:04
S… Speaker 1 (Enyel May 7th)
And as we already know from when the numbers are coming,
21:08
S… Speaker 1 (Enyel May 7th)
they just take the raw data,
21:09
S… Speaker 1 (Enyel May 7th)
paste it to the automated report.
21:11
S… Speaker 1 (Enyel May 7th)
And that gives me the final number.
21:14
S… Speaker 1 (Enyel May 7th)
And that's a
21:18
S… Speaker 1 (Enyel May 7th)
way to succeed in a real -time department.
21:21
S… Speaker 1 (Enyel May 7th)
If you have everything automated,
21:24
S… Speaker 1 (Enyel May 7th)
everything is gonna be a smooth to you okay very
21:29
S… Speaker 2 (Enyel May 7th)
good amazing so I'm done with my questions
21:33
S… Speaker 2 (Enyel May 7th)
I believe that with information that you have given me,
21:35
S… Speaker 2 (Enyel May 7th)
I have enough to generate the feedback that I've been
21:39
S… Speaker 2 (Enyel May 7th)
mentioning to you that I'll be sending to operations.
21:41
S… Speaker 2 (Enyel May 7th)
I'm not sure if you have anything else to add.
21:44
S… Speaker 2 (Enyel May 7th)
Is there anything that you believe that I probably missed throughout the call that
21:49
S… Speaker 2 (Enyel May 7th)
you want to add, that you probably want to see my feedback?
21:51
S… Speaker 2 (Enyel May 7th)
Let me know.
21:53
S… Speaker 2 (Enyel May 7th)
I'll worry if you have any other questions regarding the process or
21:57
S… Speaker 2 (Enyel May 7th)
the company itself.
22:01
S… Speaker 1 (Enyel May 7th)
Sure.
22:01
S… Speaker 1 (Enyel May 7th)
Is this a no account or processes are already created?
22:05
S… Speaker 2 (Enyel May 7th)
Processes are already created.
22:07
S… Speaker 2 (Enyel May 7th)
So yes,
22:10
S… Speaker 2 (Enyel May 7th)
it is a campaign that's been with us for over seven years.
22:14
S… Speaker 3 (Enyel May 7th)
Okay.
22:15
S… Speaker 2 (Enyel May 7th)
Over seven years,
22:16
S… Speaker 2 (Enyel May 7th)
yeah. They're a very stable company.
22:18
S… Speaker 2 (Enyel May 7th)
Indeed, they're very well known.
22:20
S… Speaker 2 (Enyel May 7th)
It's a newspaper.
22:21
S… Speaker 2 (Enyel May 7th)
I'm not sure if you have heard of it,
22:23
S… Speaker 2 (Enyel May 7th)
but our company is very famous because of it.
22:26
S… Speaker 2 (Enyel May 7th)
It's actually our bread and butter.
22:28
S… Speaker 3 (Enyel May 7th)
Okay.
22:30
S… Speaker 2 (Enyel May 7th)
It's a company that's basically coming from the West Coast
22:38
S… Speaker 2 (Enyel May 7th)
of the U .S.
22:40
S… Speaker 2 (Enyel May 7th)
And it's very famous.
22:43
S… Speaker 2 (Enyel May 7th)
Worldwide,
22:44
S… Speaker 2 (Enyel May 7th)
this newspaper is known and always ranking among the
22:48
S… Speaker 2 (Enyel May 7th)
top four newspapers worldwide.
22:50
S… Speaker 2 (Enyel May 7th)
And we are basically the only call center providing
22:54
S… Speaker 2 (Enyel May 7th)
them with services.
22:55
S… Speaker 3 (Enyel May 7th)
Okay.
22:56
S… Speaker 1 (Enyel May 7th)
Yeah.
22:59
S… Speaker 2 (Enyel May 7th)
believe me they're very stable last time we went to their headquarter
23:03
S… Speaker 2 (Enyel May 7th)
in the US that was like around November last year
23:07
S… Speaker 2 (Enyel May 7th)
they basically everybody was you know
23:11
S… Speaker 2 (Enyel May 7th)
uh praising uh alplex for the great job that we have done in
23:15
S… Speaker 2 (Enyel May 7th)
the past seven years it's just that we're so open when it comes to communication like we're
23:19
S… Speaker 2 (Enyel May 7th)
so human um you know this is business of course but
23:23
S… Speaker 2 (Enyel May 7th)
they take pretty much into account the fact that we're always so
23:27
S… Speaker 2 (Enyel May 7th)
communicative um and uh we're always so
23:32
S… Speaker 2 (Enyel May 7th)
human not only towards them but also towards employees but
23:37
S… Speaker 2 (Enyel May 7th)
yeah basically basically that yes it's a very stable company it's not new
23:41
S… Speaker 1 (Enyel May 7th)
Okay, and the agents,
23:43
S… Speaker 1 (Enyel May 7th)
is it a back office project or they are taking calls?
23:47
S… Speaker 2 (Enyel May 7th)
They are taking calls,
23:48
S… Speaker 2 (Enyel May 7th)
they are taking chats as well.
23:50
S… Speaker 2 (Enyel May 7th)
They are answering emails too.
23:52
S… Speaker 2 (Enyel May 7th)
But you will work for either of the queues,
23:55
S… Speaker 2 (Enyel May 7th)
not both of them.
23:56
S… Speaker 3 (Enyel May 7th)
Okay,
23:58
S… Speaker 1 (Enyel May 7th)
okay.
24:03
S… Speaker 1 (Enyel May 7th)
And the team,
24:04
S… Speaker 1 (Enyel May 7th)
how many RTAs does the team have?
24:06
S… Speaker 2 (Enyel May 7th)
That's a very good question.
24:08
S… Speaker 2 (Enyel May 7th)
I believe that probably workforce management can answer that point.
24:11
S… Speaker 2 (Enyel May 7th)
But we have a few RTAs,
24:13
S… Speaker 2 (Enyel May 7th)
being honest.
24:14
S… Speaker 2 (Enyel May 7th)
Yeah.
24:15
S… Speaker 2 (Enyel May 7th)
We have a few RTAs,
24:16
S… Speaker 2 (Enyel May 7th)
yeah. But yeah,
24:19
S… Speaker 2 (Enyel May 7th)
the number, I believe,
24:20
S… Speaker 2 (Enyel May 7th)
workforce management can give you that.
24:22
S… Speaker 2 (Enyel May 7th)
There is one person that's the last interview that you're going to have.
24:26
S… Speaker 2 (Enyel May 7th)
That's Christopher.
24:27
S… Speaker 2 (Enyel May 7th)
He's basically the workforce analyst supervisor.
24:31
S… Speaker 2 (Enyel May 7th)
And he is the one that can give you all that information in the following conversation.
24:35
S… Speaker 3 (Enyel May 7th)
Okay.
24:37
S… Speaker 1 (Enyel May 7th)
So how many interviews am I missing?
24:39
S… Speaker 2 (Enyel May 7th)
Just the last one.
24:41
S… Speaker 2 (Enyel May 7th)
The first conversation that we had basically was to give
24:45
S… Speaker 2 (Enyel May 7th)
you details about the offer.
24:46
S… Speaker 2 (Enyel May 7th)
And then,
24:47
S… Speaker 2 (Enyel May 7th)
you know, send you the initial steps and the rest.

This transcript was generated by AI (automatic speech recognition). May contain errors — verify against the original audio for critical use. AI policy

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