Job Title: Associate, Real Time Management Job Description Job Description Summary 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. **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** Candidate Profile **Proficient in Excel as most** **Visual Basic Knowledge (Macros)** **Previous experience in related fields.** **Ability to multi-task and meet timelines on deliverables** **Effective communication skills, both written and verbal in English** **Detail oriented** **Results oriented** **Quick learner and self-started** **Associate degree in related field not required but is a plus** Location: JAM Kingston - University of West Indies, Mona, Kingston 7 Language Requirements: 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 (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**