Associate- Real Time Management

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and KEY RESPONSIBILITIES

· Track staffing required vs committed vs delivered staffing.

· Monitor contractual delivery attainment on a real time basis

· Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.

· Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.

· Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

· Release reports as per real time adherence reporting schedule

· Monitor incoming volume compared to locked forecast.

· Monitor actual average handle time against planned for the interval/ day.

· Monitor actual service goal attainment by interval / day.

· Capture reasons for performance deviations by interval in real time

· Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.

· Recommend strategies to Operations for improved labor utilization and key performance indicators

· Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)

· Queue Performance Reporting and Actions Taken

· Review and process VTO/PTO/OT/Non-Prod time requests in real-time

· Intraday real time monitoring of service levels for all queues at all sites 24/7/365

Key Skills & Knowledge

· Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting

· Good Communication Skill

· MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.

· InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)

· 2+ years’ Workforce Experience (RTA or greater)

· 1+ years’ experience working with tools or equivalent counterparts

· Bachelor's degree in related field from a four-year college or university program with a minimum of two years of relevant experience - preferred.

· Basic knowledge of the call center industry.

· Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).

· Knowledge of ACD and Call Center Workforce applications - preferred.

· Strong oral and written communication skills.

· Proficient in Microsoft Office.

· Ability to multi-task, prioritize, and meet timelines of deliverables.

· Self-starter, sense of urgency, and works well under pressure.

· High attention to detail, sense of professionalism and ability to develop relationships

QUALIFICATIONS

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Graduate

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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