Associate, Real time Management
at Webhelp
Medellín, Antioquia, Colombia -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 29 Jul, 2024 | Not Specified | 30 Apr, 2024 | N/A | Good communication skills | No | No |
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Description:
LOCATION
Medellín, Colombia
Job Title:
Associate, Real time Management
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.
- 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
Location:
COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia
Language Requirements:
Time Type:
Full time2024-04-01
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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 cente
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Other Industry
IT Software - Other
Other
Graduate
Proficient
1
Medellín, Antioquia, Colombia