Associate, Real Time Management

hace 2 semanas


Colombia Concentrix A tiempo completo

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 Convergys 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.
- 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
- Have 6 months in current role
- No more than 3 Estart Points
- No active DAs in the past 6 months
- English 85% + level
- Meeting KPIs for the past 3 months

**Location**:
COL Medellin -Proyecto FIC 48, #18A-14

Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the **Job Applicant Privacy Notice for California Residents


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