WFM Sr. Representative, Real Time Management

Job Title:

WFM Sr. Representative, Real Time Management

Job Description

Sr. Rep, Real Time management works directly with the Operations team and the client to ensure the staffing levels are consistent on a Real Time Basis and Meet with the Business needs.

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 scheduling issues and escalate as necessary.
• Initiates and coordinates trouble tickets and escalate issues as required.
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agents and command center.
• Review agent availability to ensure that client service agreement are met.
• Engages agents via Quick connect to check for call drivers and if help is required to maintain AHT remains on target on hourly basis.
• Escalates to team leads and Operation managers if people are not adhering to queue guidelines.
• Help coordinate with training the CE completions and site engagement activities (offlines).
• Sends daily updates for AHT, login/logout reports, Service Levels per hourly intervals.
• Adapts their schedule to cover for operation based on planned schedules with other similar peers.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Related to Service Levels and AHT
• Send daily and weekly updates for schedule adherence based on breaks, lunch, any other staffed time vs planned.
• Stay current on internal work processes, policies, and procedures.
• Promote the Concentrix values through both behavior and attitude.

REQUIREMENTS

•             Multitasking and ability to follow up on different requests.

•             Analytical thinking.

•             Good comprehension of call centers operations, metrics and general procedures.

•             Excellent communication skills (oral and written) and interpersonal skills.

•             Demonstrated ability to comprehend, analyze, and interpret information.

•             Ability to make independent, sound decisions on business and systems impact.

•             Ability to deal with last minute changes, solve problems and the unexpected challenges will be necessary.

•             Work well under pressure and follow through on items to completion.

•             Strong communication skills, both written and verbal.

•             Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.

•             Strong communication skills, both written and verbal.

•             English proficiency ( B2+).

•             Effective communication skills, both written and verbal.

Location:

CRI San Jose - US Embassy

Language Requirements:

Time Type:

Full time

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