Associate, Real Time Management

4 weeks ago

Mandaluyong City, National Capital Region, Philippines Concentrix Full time

Job Title:

Associate, Real Time Management

Job Description

Essential Responsibilities:

  • Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
  • Work closely with client to address schedule changes/concerns.
  • Analyse staffing at the postmortem and intraday level to drive decision making.
  • Work closely with other WFM teams to drive delivery results
  • Monitor Realtime adherence using tools available, IEX, CMS, Verint, Aspect RTA etc.
  • Update schedules as needed, Adjust Breaks/Lunches for better performance.
  • Participate in relevant meetings.
  • Provide input to stakeholders and drive labor management
  • Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
  • Handle CNX Internal Customers.

Desired Skills

  • Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred.
  • High proficiency in Microsoft Excel Preferred.
  • Must possess effective organizational and time management skills with the ability to multitask proficiently.
  • Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
  • Strong team building and leadership skills, including strong logical thought processes.
  • Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
  • Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Location:

PHL Work-at-Home

Language Requirements:

Time Type:

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