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.

Job Description

ResponsibilitiesDistributes accurate and timely agent schedulesInputs intraday corrections and exceptions into systems for agent time off and absencesMonitors inbound volume for unusual activity to ensure staffing needs are metRecognize abnormal scheduling issues and escalate as necessaryInitiates and coordinates trouble tickets and escalate issues as requiredPrepares standard and ad hoc reports for agent availability effectivenessMonitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center

Candidate Profile

Proficient in Excel as mostVisual Basic Knowledge (Macros)Previous experience in related fields.Ability to multi-task and meet timelines on deliverablesEffective communication skills, both written and verbal in EnglishDetail orientedResults orientedQuick learner and self-startedAssociate degree in related field not required but is a plus

Internal Applicants must also comply with:

Have 6 months in current roleNo more than 3 Estart Points and no active DAs in the past 6 monthsPlease attach your resume in Workday #LATAMCNX

Location:

MEX Queretaro City - Blvd. Bernardo Quintana no. 302 int. 2 Centro Sur

Language Requirements:

English (Required)

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