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Job Title:
Associate, Real Time ManagementJob 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.• 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
•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 TitanLanguage Requirements:
English (Required)Time Type:
Full time2024-05-01If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents