Associate, Real Time Management

**Workforce Management (WFM)**

**Location**
- Medellín, Colombia***

Job Title:
Associate, Real Time Management

**Job 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.
** Essential Functions/Core **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- 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- 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 Titan

Language Requirements:
English (required)

Time Type:
Full time2024-05-01
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