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.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

Location:

JAM Kingston - University of West Indies, Mona, Kingston 7

Language Requirements:

Time Type:

Full time

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