Associate, Real Time Management

Job Title:

Job Description

Role and Key Responsibilities:

• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
• Work closely with client to address schedule changes/concern
• Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc..), Overall staffing performance (staff vs required, service metrics, attendance, etc)
• Monitor Realtime adherence using tools available, IEX, CMS, WFM etc.
• Update schedules as needed, Adjust Breaks/Lunches for better performance
• Participate in relevant meetings
• Provide input to stakeholders and drive labor management
• Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
• Handle CNX Internal Customers.

Key skills & knowledge:

• Good analytical, numerical and problem solving skills. WFM-RTA experience - preferred.
• Must possess effective organizational and time management skills with the ability to multi task proficiently.
• Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment

Educational Qualification: Graduate / Post Graduate

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

Language Requirements:

Time Type:

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