Real Time - Bilingual

Location MEX Mexico City Downtown Insurgentes Mexico Category Workforce Management (WFM) Job Id R1529763 Posted Date 09/09/2024 External
JOB DESCRIPTION

Job Title:

Real Time - Bilingual

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.

Job Description

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

Candidate Profile

  • Proficient in Excel as most

  • Visual Basic Knowledge (Macros) (Desirable)

  • Previous experience in related fields.

  • Ability to multi-task and meet timelines on deliverables

  • Effective communication skills, both written and verbal in English

  • Detail oriented

  • Results oriented

  • Quick learner and self-started

  • Associate degree in related field not required but is a plus

Location:

MEX Mexico City Downtown Insurgentes

Language Requirements:

Time Type:

Full time

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Hi, we’re Concentrix.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

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