Associate, Real Time Management
Location
Pune | India
Job description
Job Title:
Associate, Real Time Management
Job Description 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 site to support SLAs
- Resolve escalated issues and requests from site management
- Root cause analysis of SLA deviations, action plan development and resolution
- Monitor real-time agent TotalView schedule adherence
- Monitor site adherence
- Monitor attendance
- Key daily exception requests and update schedules
- Cross-train with Scheduling Analyst
- Optimize breaks the day of or day before the actual schedule
- Administer entitlement planning and scheduling
- Schedule ADHOC intra-day training requests and update schedules
- Produce and analyze daily efficiency reports (representative availability, access level etc.)
- Attend centralized and/or site management meeting, as required
- Back-Up Support – Scheduling and Forecasting Analyst.
Key skills and knowledge: - Strong verbal and written communication skills.
- Good interpersonal skills, numerical and analytical ability.
- Knowledge of MS Office.
- Knowledge of MIS
Educational qualification: Graduation
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 Pune - Tech Park One, Blk A, Gr
Language Requirements:
English (Required)
Time Type:
Full time
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Job tags
Salary