Job Information
Concentrix Associate, Real Time Management in Bogota, Colombia
Associate, Real Time Management
Workforce Management (WFM) (https://jobs.concentrix.com/job-search/?category=Workforce Management (WFM))
Location
Bogota, Colombia
Apply Now (https://apply.concentrix.com/global/en/apply?jobSeqNo=CONCGLOBALR1516690EXTERNALENGLOBAL&step=1&utm_source=none)
Job Title:
Associate, Real Time Management
Job Description
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.
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
REQUIREMENTS
Candidate Profile
• Proficient in Excel and other Microsoft Office tools
• Previous experience in related fields.
• Ability to multi-task and meet timelines on deliverables
• Effective communication skills, both written and verbal
• Detail oriented
• Results oriented
• Quick learner and self-started
• Associate's degree in related field not required but is a plus.
• English level B2
• WFM academy is a plus.
Internal Applicants must also comply with:
• Have 6 months in current role
• No more than 3 Estart Points and no active DAs in the past 6 months
• Please attach your resume in Workday
Location:
COL Bogata - Plaza Titan
Language Requirements:
English (Required)
Time Type:
Full time2024-08-16
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Apply Now (https://apply.concentrix.com/global/en/apply?jobSeqNo=CONCGLOBALR1516690EXTERNALENGLOBAL&step=1&utm_source=none)
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