Associate, Real Time Management

Job Title:

Associate, Real Time Management

Job Description

The Associate, Real Time Management - Monitor's call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met. Essential Responsibilities: • Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc. • Work closely with the client to address schedule changes/concern • Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc.), Overall staffing performance (staff vs required, service metrics, attendance, etc.) • Monitor Realtime adherence using tools available, IEX, CMS, WFM etc. • Update schedules as needed, Adjust Breaks/Lunches for better performance • Participate in relevant meetings • Provide input to stakeholders and drive labor management • Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services... Teams. • Handle CNX Internal Customers.

Candidate Profile:
• Contact center experience along with proficiency in intermediate MS Excel a requirement for the role.
• Good analytical, numerical and problem solving skills. WFM-RTA experience, and proficiency in IEX (WFM tool) preferred.
• Must possess effective organizational and time management skills with the ability to multi task proficiently.
• Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Candidates must be willing and able to work in a flexible shift pattern, including nights, weekends, and holidays, as this position supports a 24/7 operational environment.

Job Duties outlined above are a generalized summary and not solely limited to the tasks listed.

The on-target earnings range is $16- $22 hourly, which includes a base pay and incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies.

Location:

USA, KS, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

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