Associate, Real Time Management

Job Title: Associate, Real Time Management

Job Description

The Associate, Real Time Management - Monitor's call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met. 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 the client to address schedule changes/concern • Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc.), Overall staffing performance (staff vs required, service metrics, attendance, etc.) • Monitor Realtime adherence using tools available, IEX, CMS, WFM 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. Candidate Profile: • Contact center experience along with proficiency in intermediate MS Excel a requirement for the role. • Good analytical, numerical and problem solving skills. WFM-RTA experience, and proficiency in IEX (WFM tool) preferred. • Must possess effective organizational and time management skills with the ability to multi task 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. • Candidates must be willing and able to work in a flexible shift pattern, including nights, weekends, and holidays, as this position supports a 24/7 operational environment. Job Duties outlined above are a generalized summary and not solely limited to the tasks listed. The on-target earnings range is $16- $22 hourly, which includes a base pay and incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies. Location: USA, KS, Work-at-Home Language Requirements: Time Type: Full time Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature. If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets. For more information regarding your EEO rights as an applicant, please visit the following websites: • English • Spanish To request a reasonable accommodation please click here. If you wish to review the Affirmative Action Plan, please click here Apply Job!