Associate, Real Time Management
On-site · Montego Bay, Saint James Parish, Jamaica
Job Summary
Coordinate with client and operations to ensure staffing adherence and conformance to schedule, and assist with day-to-day schedule and agent movements. Manage real-time exceptions in a large call center/BO environment; provide communication to and from Operations and other support departments for escalation of service-impacting issues. Oversee real time call flow and intra-day work volume against forecast; monitor service levels, attendance, and data trends. Conduct real-time adjustments to leverage and skill changes as needed; ensure accurate data tracking and reporting; escalate large-scale technical or service-impact issues per the escalation process. Facilitate transfer of information from help desk to technical support; coordinate multi-skill training with training and operations; communicate with new hires on schedule processes. Maximize efficiency and occupancy while meeting service objectives. Strong analytical, numerical, and problem-solving skills required; WFM-RTA experience preferred. Location: Montego Bay, Jamaica. Company: Concentrix CVG Corporation.
Required Qualifications
- Good analytical, numerical and problem solving skills.
- Must possess effective organizational and time management skills with the ability to multi task proficiently.
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