Associate, Real Time Management – Quezon City, UPA (Onsite) in Concentrix 2022 at Manila, National Capital Region, Philippines

Website Concentrix

This Job Listing is about Concentrix in Manila, National Capital Region, Philippines 2022

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Essential Functions/Core Responsibilities

· Manage Real Time exceptions in a large call center environment

· Provide communication to and from Operations and other support departments for escalation of service-impacting issues

· Oversee call flow, real time, through workforce management tool (i.e. IEX).

· Monitor intra-day call and work volume as compared to forecast.

· Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required

· Ensures that service level reports to scan for issues and anomalies and reports perceived concerns to the Team Manager and/or client. (According to established escalation process)

· Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)

· May conduct manual studies or analysis due to system shortfalls (i.e. AHT, etc.)

· Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)

· Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement

· Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems

· Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data

· Investigation of any deviations and enter exceptions in real time

· Maximize efficiency and occupancy while meeting service objectives

· Recognizes and recommends operational and support improvements

Candidate Profile:

· Tenure of the candidate in Organization / Overall

· Willing to work on-site

· Should be comfortable with 24 X 7 working environment

· Candidate should have excellent verbal communication skills and displays high confidence level

· Candidate should demonstrate time management and prioritization skills

· Candidate should demonstrate analytical, problem solving and logical skills

· Basic understanding of Voice / Non-Voice RTA process & WFM Metrics

· Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors

· Mathematical and logical skills

· Candidate has intermediate knowledge of Excel & PowerPoint and Candidate should be able to analyze information and discern trends


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Company: Concentrix
Vacancy Type: Full Time
Job Location: Manila, National Capital Region, Philippines
Application Deadline: N/A

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