The Real Time Management Associate/Representative is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.
Essential Functions/Core 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
- Reviews agent availability to ensure that client service agreements are met
Candidate Profile
- Bachelor's degree in related field with less than two years of relevant experience preferred
- Minimum one year experience in a call center required
- Ability to multi-task, prioritize, and meet timelines on deliverables
- Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills
- Excellent organizational skills
- Strong attention to detail
- Ability to coach and develop action plans to maximize performance
- Proven ability to analyze and improve work processes and policies
- Excellent customer service/support skills, and ability to work well under pressure
- Proficient in Microsoft Office
- Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred
CallCenterNinja