Concentrix Remote Associate, Time Management

Concentrix Remote Associate, Real Time Management October 26, 2024 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. • 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 • 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. #J-18808-Ljbffr Apply to this Apply Job!