Real Time Analyst - Experiencia en BPO

The Associate, Real Time Management is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Essential Functions/Core Responsibilities  

• Distributes accurate and timely agent schedules

• Inputs intraday corrections and exceptions into systems for agent time off and absences

• Monitors inbound volume for unusual activity to ensure staffing needs are met

• Recognize abnormal scheduling issues and escalate as necessary

• Initiates and coordinates trouble tickets and escalate issues as required

• Prepares standard and ad hoc reports for agent availability effectiveness

• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center

Candidate Profile  

• Associate's degree in related field with one to three years of relevant experience preferred

• Proficient in Microsoft Office

• Proficient in resource scheduling/intraday management applications preferred

• Ability to multi-task and meet timelines on deliverables

• Effective communication skills, both written and verbal

• Detail oriented 

• English proficiency level B2

• Please attach your resume in Workday

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