Associate - Real Time Management Job in Gurgaon at Concentrix
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Associate - Real Time Management
Concentrix
Full Time Job
Not Disclosed
0-1 years
Posted 30+ days ago
Location
- Gurgaon
Skills Required
- Realtime
- Communication Skills
- decision making
- Complex Problem Solver
- Analytical skills
- Problem Solving
About this Job
Concentrix is hiring for the role of Associate - Real Time Management!
Responsibilities of the Candidate:
- 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.
- Should be able to manage business-based 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 the Organization’s and client's 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 a queue, DNIS priority, and holdout adjustments through the various network carrier platforms and switch packages ensuring the achievement of established goals.
- Analyze and monitor statistical information promptly to achieve proper call allocation goals, forecasting 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
Requirements:
- Experience in managing large scale complex operations in Real Time
- Experience in managing multi-site and multivendor environment
- Strong Communicator and decision-maker
- Strong business acumen
- Should be a go-getter and a collaborator
- Analytical and Problem-solving ability
- Ability to simplify complex operations into repeatable processes
- Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
- High attention to detail and sense of professionalism and ability to develop relationships
Eligible Degrees
+86 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About Concentrix
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