Associate, Real Time Management

Associate, Real Time Management page is loaded## Associate, Real Time Managementlocations : MYS Kuala Lumpur Nu Tower 2time type : Full timeposted on : Posted 30+ Days Agojob requisition id : R Job Title : Associate, Real Time ManagementJob DescriptionThe RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM. They will do close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activitiesKey Responsibilities :

• RTA will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
• Preparing of schedules using Erlang for different queues across multiple locations
• 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
• 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 requiredSkills
• Required good communication skill.
• Required good knowledge of MS Excel & Power point.
• Proficiency with computers
• Willing to work 24\
• Candidate with Scheduling skill will be added advantage.
• Ability to handle pressure situations
• Drive for self-learning and knowledge enhancementLocation : MYS Kuala Lumpur Nu Tower 2Language Requirements : Time Type : Full time
• If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the
• locations : MYS Kuala Lumpur Nu Tower 2time type : Full timeposted on : Posted 30+ Days Agolocations : MYS Kuala Lumpur Nu Tower 2time type : Full timeposted on : Posted 30+ Days Ago#
• Mission :
• ### Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.#
• Company Overview :
• ### We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.Concentrix CVG Corporation is an EEO / AA / M / F / Vet / Disability Employer.

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