Job Title:
Associate, Real Time Management
Job Description
The Associate, Real Time Management – Monitor’s call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met.
Essential Responsibilities:
• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
• Work closely with the 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.
Candidate Profile:
• Contact center experience along with proficiency in intermediate MS Excel a requirement for the role.
• Good analytical, numerical and problem solving skills. WFM-RTA experience, and proficiency in IEX (WFM tool) 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.
• Candidates must be willing and able to work in a flexible shift pattern, including nights, weekends, and holidays, as this position supports a 24/7 operational environment.
Job Duties outlined above are a generalized summary and not solely limited to the tasks listed.
The on-target earnings range is $16- $22 hourly, which includes a base pay and incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.
Location:
USA, KS, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
For more information regarding your EEO rights as an applicant, please visit the following websites:
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