Job Title:
Associate, Real Time Management
Job Description
ROLE :Associate, Real time Management
LOCATION :Bangalore
YEARS OF EXPERIENCE:2 YEARS
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
Monitor real-time contact center performance, including call volume, average handle time, staffing levels, and adherence.
Take immediate action to address intraday variances, including adjusting skilling, or recommending overtime/early release.
Communicate intraday performance updates and risks to operations leaders.
Manage and track schedule adherence, escalating issues when necessary.
Maintain intraday staffing reports and dashboards for leadership visibility.
Support outage management and unplanned events by adjusting resources and rerouting workload.
Partner with schedulers and forecasters to provide feedback for continuous improvement.
Document intraday decisions and performance trends for post-day analysis.
Incident Management: Efficient handling and resolution of incidents or exceptions related to Sched Adh.
Multi-Channel Monitoring: Active monitoring of multiple channels to ensure smooth operations and timely responses.
Communication Bridge: Serve as a communication bridge between Operations (OPS) and the client's Workforce Management (WFM) teams.
Collaboration and Coordination: Facilitate collaboration between teams to enhance operational efficiency and problem resolution.
Proactive Issue Resolution: Identify and address potential issues before they escalate, ensuring minimal disruption to services.
Key skills and knowledge:
Nice IEX, Verint, Excel advanced , Tableau.
Educational Qualification:Graduation in any stream
Disclaimer:-
Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Location:
IND Bangalore - Ecospace Bus Park
Language Requirements:
English (Required)
Time Type:
Full time
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