Colombia Job Openings
Concentrix
Associate, Real Time Management
Medellín
September 11, 2024
Workforce Management (WFM)
Location
Medellín, Colombia
Associate, Real Time ManagementJob 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
- Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center
- Proficient in Excel and other Microsoft Office tools
- Previous experience in related fields.
- Ability to multi-task and meet timelines on deliverables
- Effective communication skills, both written and verbal
- Detail oriented
- Results oriented
- Quick learner and self-started
- Associate's degree in related field not required but is a plus
- Proficient in English (B2)
COL Medellin -Proyecto FIC 48, #18A-14Language Requirements:
Time Type:
Full time2024-09-13 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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