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: - Tracking and Measurement of Attendance and Schedule against plan.
- Monitor Delivery attainment on Real time basis.
- Release Reports as per RTA reporting schedule.
- Monitor Plan Vs Actual in terms of AHT and Actual by interval.
- Capture reasons for performance deviations.
- Review DOW and Intraday patterns.
- AHT profiling
- Assumption management.
- Responsible for real time monitoring on floor and managing service level metrics for an account
- Monitoring and management of Breaks for agents, schedule adherence, AHT
- Communication with client POCs regarding the service level and other metric status
- Tracking and preparing daily agents performance report
- Responsible for preparing daily, weekly and monthly client/internal reports.
- Responsible for setting up the architecture of MIS and delivery and improve it as a decision support system for business.
- Review new reporting requirements and establish a mechanism for report rationalization - eliminating duplication of work/reports.
- Responsible for coordinating and collaborating with respective stake holders for managing agent stacks.
- Responsible for accuracy and timeliness of reporting, raise alerts if stack timelines are not met and devise methods to improve accuracy and timelines.
- Maintain historical data and trend
Key skills & knowledge: - Team player with willingness to learn and drive to achieve
- Advanced proficiency in MS Excel
- Skill to automate reports - preferred
- Ability to handle pressure situations
- Ability to spot, correct and highlight errors.
- Ability to simplify complex operations into repeatable processes
- Ready to work in a dynamic 24*7shift environment
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 - E-space condominium - PuneE
Language Requirements:
Time Type:
Full time
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