Associate, Real time Management

Standorte

Medellín, Kolumbien

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.

•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

Location:

COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia

Language Requirements:

Time Type:

Full time2024-04-01

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