Associate, Real Time Management
Job Description
Your tasks:
- You distribute accurate and timely agent schedules and enter Intraday corrections and exceptions into systems for agent time off and absences
- You monitor inbound volume for unusual activity to ensure staffing needs according to client service agreements are met and recognize abnormal scheduling issues and escalate as necessary
- You will be responsible for case dispatching and queue monitoring
- You initiate and coordinate trouble tickets and escalate issues as required
- You prepare standard and ad hoc reports for agent availability effectiveness
- You monitor and resolve agent availability concerns via phones, and messaging applications with agents and the operations centre
Experience As Intraday Associate Or Equivalent Scheduling Position Preferred
- Ability to analyse and improve work processes and policies efficiently and implement according actions
- A self-confident, professional, and customer service-oriented personality with problem-solving skills, multitasking ability, and endurance even in difficult situations
- Quick comprehension, learning ability, and a structured approach with high attention to details, meeting timelines and follow-through
- Excellent skills in Microsoft Office especially Excel
- Proficient in IEX, CMS, or other similar resource scheduling/Intraday management applications
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ZDF Cape Town - Concentrix 13th Floor, 34 Bree Street
Language Requirements:
Time Type:
Full time
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