Associate, Real Time Management

hace 3 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 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

**REQUIREMENTS**
- Associate's degree related in a field with two to four years of relevant experience preferred.
- Advance in Excel and other Microsoft office.
- Work well under pressure and follow through on items to completion.
- Strong communications skills. both written and verbal.
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
- Detail oriented.
- Willingness to work a flexible schedule.
- Proficient in English, B2 English level is a Must.

**Internal Applicants also must comply with**:

- **Tenure of minimum 1 year within the company and 6 months in the current position.**:

- **No Disciplinary actions (DA) issued in the past 6 months.**:

- **Meeting KPIs for the past 3 months**

**#LATAMCNX**

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

Language Requirements:
Time Type:
Full time


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