Associate, Real Time Management
Job Title:
Associate, Real Time Management
Job Description
The Associate, Real Time Management - Monitor's call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met.
Essential Responsibilities:
Ā Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
Ā Work closely with the client to address schedule changes/concern
Ā Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc.), Overall staffing performance (staff vs required, service metrics, attendance, etc.)
Ā Monitor Realtime adherence using tools available, IEX, CMS, WFM etc.
Ā Update schedules as needed, Adjust Breaks/Lunches for better performance
Ā Participate in relevant meetings
Ā Provide input to stakeholders and drive labor management
Ā Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services... Teams.
Ā Handle CNX Internal Customers.
Candidate Profile:
Ā Contact center experience along with proficiency in intermediate MS Excel a requirement for the role.
Ā Good analytical, numerical and problem solving skills. WFM-RTA experience, and proficiency in IEX (WFM tool) preferred.
Ā Must possess effective organizational and time management skills with the ability to multi task proficiently.
Ā Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
Ā Strong team building and leadership skills, including strong logical thought processes.
Ā Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
Ā Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment.
Ā Candidates must be willing and able to work in a flexible shift pattern, including nights, weekends, and holidays, as this position supports a 24/7 operational environment.
Job Duties outlined above are a generalized summary and not solely limited to the tasks listed.
The on-target earnings range is $16- $22 hourly, which includes a base pay and incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies.
Location:
USA, KS, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
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
Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
For more information regarding your EEO rights as an applicant, please visit the following websites:
Ā English
Ā Spanish
To request a reasonable accommodation please click here.
If you wish to review the Affirmative Action Plan, please click here
Apply Now
Associate, Real Time Management
Job Description
The Associate, Real Time Management - Monitor's call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met.
Essential Responsibilities:
Ā Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
Ā Work closely with the client to address schedule changes/concern
Ā Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc.), Overall staffing performance (staff vs required, service metrics, attendance, etc.)
Ā Monitor Realtime adherence using tools available, IEX, CMS, WFM etc.
Ā Update schedules as needed, Adjust Breaks/Lunches for better performance
Ā Participate in relevant meetings
Ā Provide input to stakeholders and drive labor management
Ā Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services... Teams.
Ā Handle CNX Internal Customers.
Candidate Profile:
Ā Contact center experience along with proficiency in intermediate MS Excel a requirement for the role.
Ā Good analytical, numerical and problem solving skills. WFM-RTA experience, and proficiency in IEX (WFM tool) preferred.
Ā Must possess effective organizational and time management skills with the ability to multi task proficiently.
Ā Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
Ā Strong team building and leadership skills, including strong logical thought processes.
Ā Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
Ā Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment.
Ā Candidates must be willing and able to work in a flexible shift pattern, including nights, weekends, and holidays, as this position supports a 24/7 operational environment.
Job Duties outlined above are a generalized summary and not solely limited to the tasks listed.
The on-target earnings range is $16- $22 hourly, which includes a base pay and incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies.
Location:
USA, KS, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
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
Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
For more information regarding your EEO rights as an applicant, please visit the following websites:
Ā English
Ā Spanish
To request a reasonable accommodation please click here.
If you wish to review the Affirmative Action Plan, please click here
Apply Now