Associate, Real Time Management

Loc

Medellín, Columbia

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

Eligibility:

•Proficient in Excel and other Microsoft Office tools

•Previous experience in related fields.

•Ability to multi-task and meet timelines on deliverables

•Effective communication skills, both written and verbal

•Detail oriented

•Results oriented

•Quick learner and self-started

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

•Proficient in English (B2)

Location:

COL Medellin -Proyecto FIC 48, #18A-14

Language Requirements:

Time Type:

Full time2024-09-13

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