Associate, Real Time Management

About Concentrix

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

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

Required Knowledge, Skills and Competencies

• • Proficient in Excel
• • 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

Preferred Qualifications

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

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