Associate, Real Time Management
Associate, Real Time Management
Concentrix ( IND Gurugram )
Latest job opening in Concentrix for Associate, Real Time Management An associate can take on management duties, but they are less involved with the daily tasks of the company whereas assistants help with the daily running of the company and may have more leadership responsibilities and duties, such as taking over management responsibilities when a manager is unavailable.
Youtube Channel
Subscribe Now
associates play a crucial role in every deal, with such responsibilities as reviewing existing real estate and loan documents, drafting operative assignment agreements and ancillary loan documents, and coordinating the execution and delivery of all closing materials.
Skills set Required for this Job :
- Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
- Good Communication Skills
- MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
- InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
- Basic knowledge of the call center industry.
- Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
- Knowledge of ACD and Call Center Workforce applications – preferred.
- Strong oral and written communication skills.
- Proficient in Microsoft Office.
- Ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency and works well under pressure.
- High attention to detail, sense of professionalism and ability to develop relationships
Job Responsibilities
- Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
- Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
- Manage business based on-Line Adherence, Service Level, FTE and ASA
- Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
- Document all incidents using the service management suite and notify impacted stakeholders.
- Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
- Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
- Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
- Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
- Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
- Recommend strategies to Operations for improved labor utilization and key performance indicators
- Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
- Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
- Queue Performance Reporting and Actions Taken
- Interval Productivity reporting and ROCC(offshore) Helpdesk
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365
Also Apply For This Jobs
- Skit.ai recruitment drive 2024 for Software Engineer – Solutions eligible Candidates apply Quickly
- FORD off campus drive 2024 for Software Engineer Don’t miss opportunity apply now
- Software Engineer jobs in Bank of America Apply Quickly Best Opportunity
- S&P Global recruitment drive 2024 for Software Engineer eligible Candidates apply Quickly
- CGI off campus hiring 2024 for DevOps Engineer eligible Candidates apply Quickly
- Application Developer job in ADP Apply Quickly Best Opportunity
- Amazon off campus drive for IT Support Associate eligible Candidates apply Quickly
- Qualcomm recruitment drive 2024 for Test Engineer eligible Candidates apply Quickly
- Cognizant recruitment drive 2024 for Trainee – Junior Data Analyst eligible Candidates apply Quickly
- JAVA Full Stack, Spring Boot Software Engineer job in Mastercard Apply Quickly Best Opportunity
If an employer asks you to pay any kind of fee, please notify us immediately. Common Jobs does not charge any fee from the applicants and we do not allow other companies also to do so.
What are the important dates & deadlines?
Application Deadline
ASAP
Additional Information
Job Location(s)
IND Gurugram
Experience
Freshers / Experience
Salary
Best in industry
Job Type/Timing
Job Type: In Office Job Timing: Full Time
