Associate, Real Time Management

Workforce Management (WFM) (https://jobs.concentrix.com/job-search/?category=Workforce Management (WFM))

Location

Mandaluyong, Philippines

Apply Now (https://apply.concentrix.com/global/en/apply?jobSeqNo=CONCGLOBALR1413772EXTERNALENGLOBAL&step=1&utm_source=none)

Job Title:

Associate, Real Time Management

Job Description

Essential Responsibilities:

• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.

• Work closely with client to address schedule changes/concerns.

• Analyse staffing at the postmortem and intraday level to drive decision making.

• Work closely with other WFM teams to drive delivery results

• Monitor Realtime adherence using tools available, IEX, CMS, Verint, Aspect RTA etc.

• Update schedules as needed, Adjust Breaks/Lunches for better performance.

• Participate in relevant meetings.

• Provide input to stakeholders and drive labor management

• Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.

• Handle CNX Internal Customers.

Desired Skills

• Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred.

• High proficiency in Microsoft Excel Preferred.

• Must possess effective organizational and time management skills with the ability to multitask proficiently.

• Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.

• Strong team building and leadership skills, including strong logical thought processes.

• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.

• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Location:

PHL Work-at-Home

Language Requirements:

Time Type:

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