Associate, Real Time Management

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

REQUIREMENTS

Candidate Profile

• 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.

• English level B2

• WFM academy is a plus.

Internal Applicants must also comply with:

• Have 6 months in current role

• No more than 3 Estart Points and no active DAs in the past 6 months

• Please attach your resume in Workday

Location:

COL Bogata - Plaza Titan

Language Requirements:

English (Required)

Time Type:

Full time2024-08-16

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