Senior Workforce Management Representative, Real Time Operations
hace 4 semanas
**Workforce Management Role**
**Location**
Job Title:
Sr. Rep, Real Time Management
**Job Description**:
Sr. Representative, Real Time Management works directly with the Operations team and the client to ensure consistent staffing levels on a real-time basis and meet business needs.
**Key Responsibilities:**
- Distribute accurate and timely agent schedules.
- Input Intraday corrections and exceptions into systems for agent time off and absences.
- Monitor inbound volume for unusual activity to ensure staffing needs are met.
- Recognize scheduling issues and escalate as necessary.
- Initiate and coordinate trouble tickets and escalate issues as required.
- Review agent availability to ensure that client service agreements are met.
- Engage agents via Quick Connect to check for call drivers and if help is required to maintain AHT on target hourly basis.
- Escalate to team leads and Operation managers if people are not adhering to queue guidelines.
- Help coordinate with training the CE completions and site engagement activities.
- Send daily updates for AHT, login/logout reports, Service Levels per hourly intervals.
- Adapt their schedule to cover operation based on planned schedules with other similar peers.
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) related to Service Levels and AHT.
- Send daily and weekly updates for schedule adherence based on breaks, lunch, and any other staffed time vs planned.
- Stay current on internal work processes, policies, and procedures.
- Promote the Concentrix values through both behavior and attitude.
**Requirements:**
- Multitasking and ability to follow up on different requests.
- Analytical thinking.
- Good comprehension of call centers operations, metrics, and general procedures.
- Excellent communication skills (oral and written) and interpersonal skills.
- Demonstrated ability to comprehend, analyze, and interpret information.
- Ability to make independent, sound decisions on business and systems impact.
- Ability to deal with last-minute changes, solve problems, and unexpected challenges will be necessary.
- Work well under pressure and follow through on items to completion.
- Strong communication skills, both written and verbal.
- Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
- Strong communication skills, both written and verbal.
- English proficiency (B2+).
- Effective communication skills, both written and verbal.
**Location:**
CRI San Jose - US Embassy
Language Requirements:
Time Type:
Full time
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