Associate - Real-Time Management
The Associate - Real-Time Management is a key member of the Workforce Management team in a BPO environment, responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs. The role focuses on maximizing operational efficiency, ensuring optimal agent productivity, and delivering on client SLAs in a dynamic, multi-channel contact center setting. This individual plays a crucial role in identifying system issues, coordinating with IT and operations teams, and escalating problems to ensure minimal disruption to service delivery.
Key Responsibilities
- Real-Time Queue Monitoring: Monitor Line Adherence, intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.
- Incident Management: Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations.
- Traffic Routing & Adjustments: Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts.
- Downtime Coordination: Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients.
- Performance Reporting: Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals.
- WFM Collaboration: Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations.
- Stakeholder Communication: Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery.
- Platform & Tool Utilization: Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately.
- Process Improvements: Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance.
- Minimum of 1-2 years of call center experience a requirement
- Workforce management experience required.
- Strong computer and analytical and MS Excel skills is a requirement.
- Experience with CMS and NICE IEX software is a requirement.
- Comfortable working in a fast paced environment
- Strong communication skills
- Ability to make decisions in time sensitive ambiguous situations
- Ability to simplify complex operations into repeatable processes.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
Physical and Mental Requirements:
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Opportunity Statement
Concentrix is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human rights legislation.
Reasonable Accommodation Statement
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence (AI)
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization
Only qualified applicants who are legally authorized to work in Canada will be considered.
For further information on available work provinces and Equal Employment Opportunity as an applicant, please visit: https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/