Concentrix Jobs 2024: Concentrix is looking for qualified candidates to fill up vacancy for the position given below in the list at their Gurgaon location:
- Name of Post: Associate, Real Time Management
Qualification: Graduate
Key Responsibilities:
- Monitors in real-time agent schedule adherence and phone activity, ensuring agents are available to take calls.
- Processes all time keeping and schedule change adjustments. Optimizing and reviewing the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability.
- Handles real time queries from business partners regarding the queues and makes corresponding changes as needed.
- Responsible for skilling agents with necessary lines and priorities.
- Pro-actively monitor staffing and operational performance, including maintaining communication with front line management.
- Review hourly service level report to review multi skill performance of contact centers
- Facilitates real-time discussions with necessary stakeholders.
- Completes root-cause analysis.
- Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests.
- Approves exception activities and updates schedules to reflect necessary changes.
- Maintain employee exceptions, including attendance, paid time off, and other off-phone activities in a timely and accurate manner
- Manage the Workforce intra-day performance
- Effectively communicate with Partners any outlying agent performance in real-time
- Perform other duties as assigned by the Supervisor or other leaders
- Adhere to department policies and procedures
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365
- Track, identify and communicate intraday variations in volume and staffing projections and provide recommendations for possible solutions to meet service level standards
Knowledge & Skills Required:
- Demonstrates excellent attention to detail and proactive problem-solving skills.
- Demonstrates excellent time management, organization and follow through skills.
- Excellent written and verbal communication skills and decision-making abilities.
- Displays a strong sense of urgency, can act quickly to changing situations.
- A minimum of 2 years of experience working with Contact Center telephony and/or WFM systems. Workforce Experience (RTA or greater)
- Night shift.
- Critical thinking skills with a focus on innovation and efficiency.
- Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
- MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
How to Apply?
☛ All eligible and interested applicants must submit an online application via the official website or the via APPLY LINK provided below.
☛ Online registration is required for all candidates. Applications must only be submitted online.
Online Apply Link ➠➠➠ APPLY ONLINE
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