Concentrix
Dare to be #DifferentByDesign? Grab the opportunity to be part of a global organization where Experience is Everything. Enjoy a disruptive workplace as we provide endless learning opportunities, sustainable career development, and an employee centric environment. #OneBoldFuture
Essential Functions/Core Responsibilities
- Monitors Real Time Agent Adherence and escalate to proper channels
- Monitor agent attendance and report any aberrations to Operations
- Adheres to DANER approach in monitoring real time activities
- Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program
- Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
- Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.
Candidate Profile:
- Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements
- At least 1 year experience in the same role preferred.
- Minimum two year experience in analytics, IEX, CMS, EWFM, Blue pumkin technical experience or related field required.
- 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
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