Brazil Job Openings
Concentrix
RTA - Bilingual
Ponta Grossa
FULL TIME
October 24, 2024
Workforce Management (WFM)
Location
Ponta Grossa, Brazil
RTA - BilingualJob Description
Manage Real Time exceptions in a large call center environment
- Provide communication to and from Operations and other support departments for escalation of service-impacting issues
- Oversee call flow, real time, through workforce management tool(i.e. EIX).
- Monitor intra-day call and work volume as compared to forecast.
- Completes real time activities related to staffing –Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
- Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
- Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)
- Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
- Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
- Investigation of any deviations and enter exceptions in real time
Manage Real Time exceptions in a large call center environment
- Provide communication to and from Operations and other support departments for escalation of service-impacting issues
- Oversee call flow, real time, through workforce management tool(i.e. EIX).
- Monitor intra-day call and work volume as compared to forecast.
- Completes real time activities related to staffing –Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
- Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
- Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)
- Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
- Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
- Investigation of any deviations and enter exceptions in real time
BRA Ponta Grossa - Rua Sete de Setembro 888, CentroLanguage Requirements:
English (Required)Time Type:
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We regret to inform you that this job opportunity is no longer available as it has expired
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