Job Title:

Real Time - Bilingual

Job Description

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.

Job Description

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

Proficient in Excel as most

Visual Basic Knowledge (Macros) (Desirable)

Previous experience in related fields.

Ability to multi-task and meet timelines on deliverables

Effective communication skills, both written and verbal in English

Detail oriented

Results oriented

Quick learner and self-started

Associate degree in related field not required but is a plus

Location:

MEX Mexico City Downtown Insurgentes

Language Requirements:

Time Type:

Full time

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