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

  

  

Candidate Profile  

•WFM Academy or Self-pace enrollment -preferable completed.

•Associate's degree in related field with one to three years of relevant experience preferred
   

• Proficient in Microsoft Office

    

• Proficient in resource scheduling/intraday management applications preferred

    

• Ability to multi-task and meet timelines on deliverables

    

• Effective communication skills, both written and verbal

    

• Detail oriented 

• English proficiency level B2

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

Meeting KPIs for the past 3 months

#LATAMCNX

Location:

COL Bogata - Plaza Titan

Language Requirements:

English (Required)

Time Type:

Full time2024-05-01

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