Associate, Real Time Management

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 Skills

• • 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

Qualifications

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

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.

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