Associate, Real Time Management- Bilingual

This a Full Remote job, the offer is available from: United States Job Title: Associate, Real Time Management- 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. Career Path Policies: The game-changers must have the approval of his or her immediate supervisor to apply for the call. •Required tenure: 6 months. •Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average). •Must not have active disciplinary actions. •The game-changer may participate in only one process at a time. •Comply with the learning paths of the Corporate University. •Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call. •If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months. •The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it. •Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.

• Essential Functions/Core 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.

Location: COL Work-at-Home Language Requirements: English Time Type: Full time 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 This offer from "Concentrix" has been enriched by Jobgether.com and got a 76% flex score. Apply Job!