Join the Team: Associate, Real Time Management - Monitoring and Optimization of Call Center Operations in a Remote Setting
Are you a detail-oriented and analytical individual with a passion for delivering exceptional customer experiences? Do you have experience in a call center environment and a knack for problem-solving? Look no further! Concentrix, a leading global provider of customer experience management solutions, is seeking an Associate, Real Time Management to join our team in a remote setting. As an Associate, Real Time Management, you will play a critical role in monitoring and optimizing our call center operations to ensure seamless customer experiences.
About Concentrix
Concentrix is a technology-enabled business services company that provides customer experience management solutions to clients across various industries. With a presence in over 40 countries, we help our clients deliver exceptional customer experiences through our expertise in analytics, technology, and human interaction. Our company culture is built on the principles of innovation, collaboration, and customer-centricity. We value diversity, equity, and inclusion, and strive to create a work environment that is engaging, challenging, and rewarding for our employees.
Job Summary
As an Associate, Real Time Management, you will be responsible for monitoring and optimizing our call center operations in real-time to ensure that our clients' expectations are met. You will work closely with our operations management team to analyze call metrics, queues, and attendance, and make adjustments as needed to ensure business needs are met. Your goal will be to provide exceptional customer experiences by ensuring that our call center operations are running smoothly and efficiently.
Key Responsibilities
- Monitor and Analyze Call Metrics: Monitor call metrics, queues, and attendance to identify areas for improvement and make adjustments as needed to ensure business needs are met.
- Collaborate with Operations Management: Work closely with operations management to maintain the level of efficacy our clients are expecting, including SL, OCC, Line Adherence, etc.
- Client Communication: Work closely with clients to address schedule changes and concerns.
- Track and Report: Track and report system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage, etc.), Overall staffing performance (staff vs required, service metrics, attendance, etc.).
- Real-Time Adherence: Monitor real-time adherence using tools available, such as IEX, CMS, WFM, etc.
- Schedule Updates: Update schedules as needed and adjust breaks/lunches for better performance.
- Meeting Participation: Participate in relevant meetings and provide input to stakeholders.
- Stakeholder Interaction: Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services teams, and handle CNX Internal Customers.
Essential Qualifications
- Contact Center Experience: Contact center experience is required.
- MS Excel Proficiency: Proficiency in intermediate MS Excel is required.
- Analytical and Problem-Solving Skills: Good analytical, numerical, and problem-solving skills are required.
- WFM-RTA Experience: WFM-RTA experience and proficiency in IEX (WFM tool) are preferred.
- Organizational and Time Management Skills: Effective organizational and time management skills with the ability to multi-task proficiently are required.
- Communication Skills: Excellent written and verbal communication skills are required to interact with internal stakeholders and client representatives.
Preferred Qualifications
- Leadership Skills: Strong team building and leadership skills, including strong logical thought processes.
- Flexibility: Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.
- Shift Pattern: Willingness to work in a flexible shift pattern, including nights, weekends, and holidays.
What We Offer
As an Associate, Real Time Management, you will have the opportunity to grow your career in a dynamic and fast-paced environment. We offer:
- Competitive Salary: A competitive salary ranging from $16 to $22 hourly, depending on qualifications and experience.
- Incentives: Incentives that align with individual and company performance.
- Remote Work: The opportunity to work from home in a remote setting.
- Career Growth: Opportunities for career growth and professional development.
- Learning Benefits: Access to training and development programs to enhance your skills and knowledge.
Work Environment and Culture
At Concentrix, we strive to create a work environment that is engaging, challenging, and rewarding for our employees. Our company culture is built on the principles of innovation, collaboration, and customer-centricity. We value diversity, equity, and inclusion, and strive to create a workplace that is inclusive and respectful of all employees.
Compensation and Benefits
We offer a comprehensive compensation package that includes:
- Medical, Dental, and Vision Insurance: Medical, dental, and vision insurance options.
- 401(k) Plan: A 401(k) plan with company match.
- Paid Time Off: Paid time off and holidays.
- Flexible Work Arrangements: Flexible work arrangements, including remote work options.
How to Apply
If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application today, including your resume and a cover letter, to be considered for this role.
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Concentrix is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We welcome applications from diverse candidates and are committed to creating a workplace that is inclusive and respectful of all employees.
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