Associate, Real Time Management

Overview

Associate, Real Time Management at Concentrix

Key Responsibilities

• RTA will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
• Resolve escalated issues and requests from site management
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence & attendance
• Key daily exception requests and update schedules
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Produce and analyze daily efficiency reports (representative availability, access level etc.)
• Attend centralized and / or site management meeting, as required
• Cater to real time adhoc requests as and when required

Skills / Qualifications

Location : MYS Kuala Lumpur Nu Tower 2

Language Requirements : English

Time Type : Full time

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