Job Title:
Associate, Real Time Management
Job Description
Job Description Summary
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.
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)
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:
JAM Kingston - University of West Indies, Mona, Kingston 7
Language Requirements:
Time Type:
Full time
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