Associate, Real Time Management

Location
Medellín, Colombia

Job Title:

Associate, Real Time Management

Job Description

The Associate , Real Time Management is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Essential Functions/Core Responsibilities :

Distributes accurate and timely agent schedules
Inputs intraday corrections and exceptions into systems for agent time off and absences
Monitors inbound volume for unusual activity to ensure staffing needs are met
Recognize abnormal scheduling issues and escalate as necessary
Initiates and coordinates trouble tickets and escalate issues as required
Prepares standard and ad hoc reports for agent availability effectiveness
Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center

Eligibility:

Proficient in Excel and other Microsoft Office tools
Previous experience in related fields.
Ability to multi-task and meet timelines on deliverables
Effective communication skills, both written and verbal
Detail oriented
Results oriented
Quick learner and self-started
Associate's degree in related field not required but is a plus
Proficient in English (B2)

Location:

COL Medellin -Proyecto FIC 48, #18A-14

Language Requirements:

Time Type:

Full time2024-09-13

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