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Essential Functions/Core Responsibilities:
Manage Real Time exceptions in a large call center environmentProvide communication to and from Operations and other support departments for escalation of service-impacting issuesOversee call flow, real time, through workforce management tool(i.e. EIX).Monitor intra-day call and work volume as compared to forecast.Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as requiredEnsures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance )May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvementFacilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problemsEnsures that appropriate exception codes are entered to maintain accurate real-time monitoring dataInvestigation of any deviations and enter exceptions in real timeMaximize efficiency and occupancy while meeting service objectivesRecognizes and recommends operational and support improvementsCandidate Profile:
Tenure of the candidate in Organization / OverallWilling to work in a Hybrid work set-upShould be comfortable with 24 X 7 working environmentCandidate should have excellent verbal communication skills and displays high confidence levelCandidate should demonstrate time management and prioritization skillsCandidate should demonstrate analytical, problem solving and logical skillsBasic understanding of Voice / Non Voice RTA process & WFM MetricsCandidate should have excellent written communication skills and is able to draft a write up with min grammatical errorsMathematical and logical skillsCandidate has intermediate knowledge of Excel & Powerpoint and Candidate should be able to analyze information and discern trendsDisclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.